Customer Service Representative II (CSR II) at Majorel · Quezon…

Position Title: Customer Support Specialist (Restaurant) Operations Reporting to: Operations Supervisor Compensation Band/Level: CSRII 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: Our Client is a delivery management and optimization platform that helps restaurants increase sales and efficiency They build solutions for large and small restaurants to succeed in delivery. The Support Specialist is responsible for coordinating, investigating, and managing issues escalated through various CRM channels. Support Specialists correspond with customers and other support representatives through inbound/outbound calls, chats and emails. They are accountable for coordinating and regularly managing tasks with internal stakeholders and departments within established SLAs. The Support Specialist owns the customer product experience. Overall Responsibilities: • Provide support to various departments to address and investigate both complex technical or non technical issues such as billing, payment or system integration. • Resident expert on delivery management and optimization platform, processes, and policies. • Use correct troubleshooting processes, language, and structure to address customer complaints over a variety of support channels: e-mail, chat, and phone. • Use good judgment and strong communication skills to ensure escalations are solved on the first contact. • Work cross-functionally with other departments to prioritize, coordinate and apply resources as needed. • Create knowledge-based content to streamline support workflows. Job Requirements: • 1-year experience in a customer-facing role or technical support.• Detail oriented and highly organized • Adaptable: Thrive in fast moving, ambiguous environments. • Fluent in email, phone, and chat communications. • Experience with various CRM and data tools, Zendesk, Salesforce, Google Sheets, etc. preferred • Communicator: strong and effective communication skills. • Sense of urgency and Resilient (does not back down from a challenge) • Strong attention to detail. • Good Time Management Skills • React positively to change and embrace new projects • Technical: Quickly picks up and owns technical, integration troubleshooting workflows.