CLARK | Escalations Agent

Overview

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our global footprint spans 31 countries across five continents, with 60,000+ people and 60 languages, enabling flexible solutions that harness our expertise in cultural nuance. We have deep domain expertise in tech-augmented front-to-back-office CX, 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. Our culture emphasizes entrepreneurship, relentlessness, resourcefulness, resilience and agility – all pulling together as One Team to deliver reliability and digital transformation in a changing world.

• Consult and support frontline agents (e.g., floor walking)
• Handle customer escalations and customer callbacks on complex issues
• Conduct overrides and/or access special codes or promotional offers (e.g., grace/coupons/extra product keys) or check customer/case/account status and provide offers beyond the limits of regular frontline agents
• Tier 2 Tasks: Handle escalations to client and supplement escalation templates filled by frontline agents; forward to the correct client or 3rd party alias; ensure responses are captured and forwarded back to relevant contacts (frontline agent/case owner)
• Resolve customer issues including interfacing with defined 3rd parties
• Gather additional information, identify top emerging customer issues and provide suggestions to improve support
• Contact client when clarification is required about knowledge and processes of run business
• Keep track of escalations and findings for the team
• Inform client about issues on websites and tools and pass directives back to the team
• Participate in client-facing communications as Subject Matter Expert for all outlined escalations
• Support knowledge management
• Submit findings from escalations into Knowledge Base (e.g., Dynamics Knowledge)
• Verify customer or client-provided information and support creation of knowledge management resources
• Initiate and support internal CSR/SC trainings/briefings to reduce escalations
• Engage in self-directed or supported learning to ensure up-to-date and correct service
• Handle additional tasks from account management, SDM or TQ such as creating reports/analysis, reviewing documents/SharePoint, and creating KB content
• Participate in case wellness as SME for open escalation-related cases
• Act as helpdesk for product-related questions directed to solution coaches

• Education: High School Diploma or Equivalent required.
• Minimum: 1-year experience within a customer service environment; experience within a contact center preferred.
• Minimum: 1-year tenure in current position.
• Be in good standing and have not been subjected to Performance Improvement Program in the last 6 months
• Acceptable attendance record with no disciplinary action in the past 6 months.
• Technical (Computers & Internet) savvy is required. Desired skills include MS Office applications (specifically Excel), familiarity with web browsers, and ability to work with tailored in-house applications
• Demonstrates effective, clear and professional written and oral communication
• Process improvement awareness and experience
• Enthusiasm and strong self-motivation
• Strong prioritization and time management skills, with flexibility
• Ability to embrace constant change with flexibility and good grace
• Demonstrate sense of urgency and adaptability in response to changing business needs
• Demonstrates effective communication, composure, and professional attitude
• Exemplary performance record, particularly regarding quality and productivity
• Desire to expand skills into new areas
• Ability to give and receive feedback
• Proficient knowledge of business-related processes and escalation procedures
• Ability to communicate internally and with customers professionally
• Ability to follow business-specific processes: case handling, escalations, callbacks, data protection/privacy rules
• Ability to communicate and effectively handle 3rd parties
• Ability to identify issues and derive actions

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity. The Company does not discriminate against 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 extends to all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.