clark | Customer Service Representative - online application store | august 25, 2023 | 10924Majorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
The Store Advocate can consult with the customer and find the products or services that help the customer to realize their potential. In doing that, not only do they have the ability to create a fan for our client long term, by advising the customer on the various features and services available to the customer, but they also are helping to deliver against our bottom line. The Store advocate is a trusted advisor, somebody that can transfer the passion they have for our products to the customer matching their specific needs and requirements. The Store Advocate should be able to truly make the customer feel welcome to experience our online digital products, but also where possible connect the customer to the physical retail stores or either way, make the products come to live. Our Store advocates should be able to be friendly and empathetic, leading through the interaction with the customer, be their authentic self in a way that you would talk and advise with a friend or family.
Overall Responsibilities:
Brand advocate and advisor. Represent brand with passion and excitement
Efficiently respond to a dynamic online retail store environment
Show curiosity for new products campaigns and quickly and accurately consume new product and marketing information required to effectively represent and recommend product and services that meet the customer's needs
Adapt and flex style according to customer personality, culture, and profile (i.e. customers new to technology and experienced pros alike)
Provide options and outline features of product and services to gain or retain a customer
Effectively recommend enhanced products or services as a solution to the customer needs and customer commitment for product
Maintain documentation in client or company systems as required
Build rapport with the customer showing sensitivity tothe customer's cultural orientation
Maintain basic knowledge of the surrounding Consumer market, its products and players and a demonstrate passion for Our client's products and services to be able to deliver a compete message
Remain aware of the different Microsoft individuals and teams who are in contact with a specific customer, and the process of welcoming and initiating collaboration. Drive for team success, build relationships with colleagues - understand role as part of a bigger team
Job Requirements:
Experience with Microsoft Office products
Minimum 1 year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required.
BA/BS degree or equivalent work experience is a plus (preferably in the online advertising industry)
Preferred to complete required Microsoft Technical Certification (MCP certification) in 4-6 months
Excellent language skills (native/near native) both written and verbal in the language they support. C1 for the supported market and English from Common European Framework (CEFL). Advanced MidHigh from ACTFL (American Council on the Teaching of Foreign Languages) and 2+ from ILR (Interagency Language Roundtable). n addition good basic English skills desired
Strong active listening skills
Curious to learn more and able to apply the learnings to the next interaction
Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer's expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly
Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer
Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers new to technology and experienced pros alike)
Efficiently respond to a dynamic online environment Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer
Technical knowledge: Passion for Client Product and Services
Help customers discover, buy, use, and love Client products that meet and exceeds their needs The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale
Ability to make the interaction easy for the customer (low customer effort) and aim to create a Client fan.
Confidence and competence to stay on task in a demanding fast-paced environment
Ability to efficiently navigate multiple open windows and monitors with a min of 55 WPM in typing skills
PC Skills, proficient in using Microsoft Office suite and ability to easily adapt to various Customer Management or Communication tools
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.