Clark | Customer Service Representative - E-commerce | May 3, 2024 | 11883

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:

Perform accurate and efficient front-line contact center functions for ecommerce customers. This includes placing or modifying orders, checking order status, processing product exchanges and returns, issuing adjustments/credits and promotions, and recommending/selling and upselling products.  This position works within a team structure to provide quality customer care and efficient call/online handling.

Overall Responsibilities:

• Provides order support to customer via phone, chat and email 
• Respond to general questions and facilitate problem resolution
• Provide information, product recommendations and complete sales based on identified customer needs
• Recommend products and sell/upsell as appropriate

• Provide complete resolutions to customers through process adherence, including internal/external client documentation
• Recognize when to escalate complaints or scenarios falling outside the support boundaries through established process
• Perform other related duties as required

Job Requirements:

• Knowledge and experience working in order support or with E-commerce environments
• Excitement in the opportunity to work with customers of a worldwide leader in athletics clothing
• Excellent written and verbal communication skills in required language in order to communicate with internal and external stakeholders
• Minimum typing speed of 40 WPM required
• Successfully communicate with customers to gather information and learn about their needs and expectations
• Multitask and manage multiple, simultaneous customer interactions
• Problem solving and troubleshooting skills
• Recognize a sales opportunity and assist a customer to achieve their needs
• Convey information in a manner that is easy to understand and adapt to varied communication styles
• Comfortable in a dynamic and fast-paced environment

• High school diploma or equivalent required
• Intermediate Windows based PC and software knowledge
• Attention to detail
• Customer Centricity

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, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.