THIS POSITION REQUIRES TO LLY BILINGUAL ENG / SPApany Summary:
Majorel (dba Arvato) supports clients all over the world to successfully shape their customer relationships.
More than 48, employees in countries design and implement customized solutior this purpose.
We create amazing customer experiences that people value and we are proud of.
By combining talent, data, and technology, we deliver real impar our partners.
Todays rapidly changing world is sometimes challengir service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to rther, we view it as an opportunity to innovate by getting the beom people and technology.
We constantly strir the best.
We know that doing so is pursuing a moving target.
It takll commitment to go the a mile.
Mutual respect and trust is the hallmark of every successful business, and its 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:
Overall Responsibilities:
Oversee and supervise a team of agents.Attend required Confidencial sessir new information and Confidencial updates.Acquire and transfer to the team the knowledge of all tools and associated workflow processesAssist in developing and streamlining proceduresCoach, motivate, reward, counsel and assist with disciplinary actions as necessaryProvide service to both internal and rnal customers on and off-line.Assist agents with customer interaction on situations requiring specialhandling take customer calls.Ensure opow ofcommunication between agents, supervisors and management.Ensure uniform understanding and adherence to policies, procedures and company programs.Supervise and monitor agent attendance, performance and productivityPrepare and ensure accuracy of reports.Ensure agents are continuously kept abreast of operational changes.Conduct employee briefings and meetings.Assure service level standards are met.Monitor system performance and initiate actions to correct system problems.Conduct agent observation and proviedback.Assist in the development and tracking of employee incentive programs.Ensure completion of departmental duties/task in the absence of subordinates/co-workers.Perform other duties as assigned.Job Requirements:
Knowledge, Skills and Abilities:
An assertive, well-organized self-starter with demonstrated sales Importante empresaManagement Importante empresa in sales or on line retail desirableA proactive thinker with the ability to anticipate and identify customer needs and decisively solve problemsA detail-oriented professional with exceptional written and verbal communication skillsAbility Redirect and coar improvement, and gauge user ability and modify delivery accordinglyDemonstrate professional customer service skills:
Mindset, helping nature, passir customer serviceDemonstrate behaviors that support high standardsRecognize trends and escalate information as appropriateProblem solving skills; linear and troubleshootingDemonstrate a strong customer service orientation and take responsibility llow up with customers to ensure needs and expectations are satisfiedProven track record of success to motive sales/service professionals and exceed performance metricsPresent information effectively and persuasively across various communication channelsProblem solving to gather and analyze information and uses it to develop effective ; challenge status quo.Tolerate stressful situations wellProject a positive and professional imageCollege/ Degree or Bachelors Degree in (preferred)