Customer Service Representative - English Speaking [Ireland]

 

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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 60,000+ 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.

Job Title: Customer Service Representative - Mastercard - English Speaking
Reporting to: Team Leader
Location: Dublin
Work type: Hybrid & Fixed term Contract

Overall Job Purpose
This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. To support the aims and objectives of arvato services ltd. by delivering high quality customer service and support to clients’ customers via the appropriate medium, e.g. telephone service, emails, at all times in line with agreed business procedures.

Duties and Responsibilities

• Identify and respond to the needs of customers by resolving queries at the first point of contact via appropriate medium and in line with agreed service levels
• Complete all administrative and data entry work accurately and within agreed timescale.
• Respond to and take action regarding customer complaints balancing the needs of the customer against the needs of the account whilst recognising the need to escalate when immediate query resolution is not possible
• Demonstrate an effective knowledge of products and services offered by the account
• Ensure that that the Team Leader is kept informed of all relevant customer service, quality or system issues
• Undertake additional tasks as delegated by the Team Leader
• Promote a positive and professional image of arvato services LTD to clients and others at all times by adhering to Company policy and procedures

Qualifications & Experience

• Excellent telephone manner, with the ability to build a rapport effectively
• Proven experience within an order processing and customer focused role
• Confident in dealing with customers, with good interpersonal and communication skills
• Experience of objection handling and demonstration empathy
• Strong IT skills (Microsoft Word, Excel, Outlook)
• Good attention to detail and to be accurate in detailed tasks

Competencies

• Solutions Orientated
• Initiative
• Collaboration
• Organisational commitment
• Customer Focus
• Teamwork
• Organisation & Planning
• Results Orientated

About Majorel
At Majorel, 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.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunity employer that embraces diversity. We are committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Majorel are based on business needs, job requirements and individual qualifications, without regard to gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status or any other basis as protected by local law.
Majorel and its employees do not tolerate, engage in, or support Human Trafficking, Forced Labour or Child Labour of any kind through Majorel’s activities, including in its supply chain, or assist Majorel clients or any other party in doing so.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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