EASTWOOD | Sales Coach

Company Summary:

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 63,000+ 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:

This position is responsible for supporting frontline agents by handling consult calls and escalations / alternatively: handling more complex transactions or transactions for selected customer groups. This position ensures a proper communication of escalation outcomes to the team and all relevant parties.

Overall Responsibilities:

Consult and support associates (e.g. floor-walking)

Handle customer escalations and customer call backs

Can conduct overrides and / or access special codes or promotional offers (e.g. grace / coupons / extra product keys etc.) or check / modify customer / case / order / account status beyond the limits of regular frontline agents

Handle escalations to client; check and supplements escalation templates filled by frontline agents, forwards these to correct client or 3rd party alias; ensure responses are captured and forwards back to relevant contacts

Resolve customers' 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 the escalations and findings to the team

Inform client about issues on websites and tools and pass respective directives back to the team.

Participate in client-facing communication as Subject Matter Expert for all above mentioned escalations

Job Requirements:

Education: High School Diploma or Equivalent required.  

Minimum: 1 year experience within a customer service environment, experience within a contact center preferred.

Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically  Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications

Demonstrates effective, clear and professional written and oral communication.

Business acumen in areas of e-commerce and retail is advantageous 

Process improvement awareness and experience

Enthusiasm and strong self-motivation.

Strong prioritization and time management skills, with a high degree of flexibility.

Ability to embrace constant change with flexibility and good grace.

Demonstrate appropriate sense of urgency and adaptability in response to changing business needs

Demonstrates effective communication, composure, and professional attitude

Exemplary performance record, particularly with regard to quality & productivity

Demonstrated 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 the customer in a professional way;  adequate to the channel

Ability to correctly follow business specific processes: Case handling, escalations, call-backs, data protection/privacy rules

Ability to communicate and effectively handle 3rd parties

Ability to identify issues and derive actions

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