Department:    Operations                                                      
Reporting to:  Operations Supervisor

Compensation Band/Level:  CSR I

Company Summary:

Majorel supports clients all over the world to successfully
shape their customer relationships. More than 48,000 employees in 28 countries
design and implement customized solutions for this purpose. We create amazing
customer experiences that people value and we are proud of. By combining
talent, data, and technology, we deliver real impact for our partners. Today’s
rapidly changing world is sometimes challenging for service delivery; But with
our spirit of true entrepreneurship, adaptability and our drive to go further,
we view it as an opportunity to innovate by getting the best from people and
technology. We constantly strive for the best. We know that doing so is
pursuing a moving target. It takes full commitment to go the extra mile. Mutual
respect and trust is the hallmark of every successful business, and it’s the
same at Majorel. We know that challenges are met and ambitions achieved through
teamwork: not only amongst our colleagues, but in partnership with our clients
too.

Position Summary:

The customer service/technical support representative
handles customer questions and resolves customer’s technical issues. The
position is dealing with customer requests and complaints by following program
specific guidelines. The communication with the customer takes place over the phone.
The diagnosis and provision of a path to resolve inquiries and technical issues
related to all aspects of our client’s product line are the main
responsibilities of this position.

Overall Responsibilities:

·       Handling the customer technical inquiries and driving the call to
resolution by troubleshooting the problems. This includes hardware, software,
networking and interactions with the host computer OS and applications

·       Listen and respond to customers’ needs, concerns, requests and
complaints

·       Provide information about products and services

·       Record details of customer contacts and actions taken by
accurately log all interactions via program specific contact management systems

·       Research answers or solutions as needed

·       Creating and maintaining a positive and professional relationship
to the customer

·       Refer customers to supervisors, managers, or others in case of
escalation

Job
Requirements:

·      
High School Diploma or equivalent required.

·      
Extended computer user skills including strong
keyboarding skills

·      
Basic IT knowledge (questions around iOS
handling, Internet handling, commonly used IT products, etc.)

·      
Experience with client products, or computer
based personal content management applications that are similar to client
offerings

·      
Initial experience with troubleshooting
technical problems with personal computers and peripheral equipment

·      
Experience in customer service face-to-face or
through other channels beneficial

·      
Excellent skills in handling customer issues
with empathy and communicate in a friendly tone

·      
Ability to drive for solutions according to
customer needs

·      
Talent to listen to and understand the customer
and to act accordingly

·      
Very good verbal communicational skills

·      
Ability to write and speak adequately in English

·      
Ability to understand spoken and written English

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
arvato Confidentiality policy and Corporate Information Security Policies and
Procedures.

• 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.

Salary: $13.00