Respond to inquiries from customers regarding media subscription services via phone, email or chat. Inquiries may include renewals, upgrades, basic trouble shooting, or payment processing. Gathering feedback and providing customer education regarding the product is also required.
Overall Responsibilities:
Receive and handle customer requests by phone, email and chat
Function as an ambassador for the service provided
Collection and maintenance of customer data
Clarification of customer inquiries regarding service, subscription, payment and technical requirements
Provide information and education to customers regarding subscriptions
Handle and take ownership of queries, complaints and servicing issues, and facilitate their timely resolution;
Continuous service improvement.
Job Requirements:
High school diploma or equivalency required
Prior experience in a customer service environment preferred
Language proficiency: English;
Highly motivated and self-driven team player, with an ability to work independently and under pressure;
Excellent verbal and written communication, and interpersonal skills;
Familiarity with Microsoft Office Suite including Word, Excel and Outlook
Attention to detail.
Engaging conversationalist to build rapport with customers.
Ability to position situations positively and provide consultative solutions
Ability to be a flexible and adapt to new situations quickly, anticipate the next question/issue, with a focus toward first contact resolution
Demonstrates self-assurance in communicating with customers and possess excellent rapport building skill
Understand and comply with all company and departmental rules and regulations, policies and procedures
Typing (30 wpm) with 85% accuracy and computer navigation skill
Must be a self-starter, organized, detail oriented and have ability to handle multiple tasks simultaneously
Regular predictable attendance required
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.