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Customer Service Representative – German Speaking

Responsibilities

  • Provide one-stop customer support for all services by responding to customer contacts within defined SLAs 
  • Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a professional manner 
  • Demonstrate knowledge of service standards or service level agreements. 
  • Demonstrating knowledge of impact of providing professional service to Customers. 
  • Understanding the importance and impact of first call resolution (FCR). 
  • Working with the Team leader on performance improvement as an individual and with the team as a whole. 
  • Ensuring complaints/concerns are resolved or escalated in a timely manner. 
  • Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up. 
  • Determining when a problem requires action from higher level of authority. 
  • Participate in regular team meetings. 
  • Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction. 
  • Updating client comments, complaints, reports and compliments on all relevant Systems. 
  • The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general or unique nature; that may require support, upgrade or restructuring of services in order to meet customer needs. 
  • Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases. 
  • Take full ownership of customer cases that land and handover unresolved cases at end of day 
  • Confirm client information and update on existing database. 
  • Enhance customer loyalty and upsell accordingly. 
  • Record information on reason for contact – service request, enquiry or complaints. 
  • Actively participate in process improvement meetings as required. Attend team briefs {BOD/EOD} and QA calibrations sessions when called on.

Requirements

  • Degree/Diploma in any related field   
  • Competency in C1 English and excellent grammar skills  
  • Minimum 2 years’ experience preferably in a BPO sector  
  • Previous experience in customer service is desirable 
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
  • Knowledge and experience in reading, analyzing, and interpreting reports and support procedures. 
  • Ability to effectively present information and respond to questions from management, peers and customers. 
  • Ability to handle service delivery and service assurance processes and structures in a large environment. 
  • Self-driven, customer centric and team player 
  • Proactive and self – motivated 
  • Great people skills 
  • Should be flexible to work in shifts both day and night.

Service Delivery Manager

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Position Summary

Responsible for managing assigned account in support of business objectives to ensure account’s satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. Account Manager will act as a single point of contact for the account (“account” and “program” are used similarly). 

Responsibilities

  1. Regular collaboration, engagement and decision-making (management steering team) 
    1. Lead, manage and develop assigned managers through interactions and motivation against       performance goals; provide feedback, counseling or coaching as appropriate. 
    2. Translate Majorel and client strategy into deliverables 
    3. Foster a culture of team spirit and hospitality 
    4. Approachable and accessible to team  
    5. Take care of administrative direct report related functions 
    6. Attrition risk management (alert, communicate to client management & mitigate) 
    7. Cultural awareness (understand how people think, lead and get things done across cultures) 
  2. Maintain a good and professional relationship with the internal account management and client’s team; align with internal departments in a decentralized setup.  
  3. Manage service delivery results in accordance with service delivery scorecard and based on pre-defined governance structure 
  4. Be accountable for program level quality of service (CSAT, transaction monitoring, quality auditing), operational performance and likewise contractual obligations. 
  5. Balance client and internal metrics and maintain performance on target level; provide and implement action plans when goals are not attained 
  6. Ensure continuous improvement by identifying areas of improvement and addressing them internally as well as with the client based on solid evaluation. 
  7. Actively participate in best practice sharing with fellow sites. 
  8. Be accountable for business related implementation of agreements between Global Account Management and client.  
  9. Provide accurate information to Global Account Management and act transparently. 
  10. Ensure a proper and organized flow of information and feedback to and from the team. 
  11. Provide short- and long-term financial projections and maximize internal revenue generated efficiency. 
  12. Understand and adhere to all company and departmental-related policies and procedures. Profit and Loss Management and Budgeting / Forecasting 
  13. Recognize and advance Talent 
  14. Drive the selection process for any team members 
  15. Understand and influence the end-to-end employee lifecycle  
  16. Embody and reinforce an Majorel-values-based culture 
  17. Steer stakeholder communication and decision making in alignment with Majorel and client expectations 
  18. SPOC for service delivery to the client and the client management team 
  19. Make decisions based on thorough strategic understanding of drivers and variables affecting LOB 
    1. Labor, legal and economic implications 
    2. Financial and contractual implication 
    3. Service delivery metrics 
    4. Technology advancements 
    5. Client strategy  

Requirements

  1. High level of knowledge about the account, including the technical environment, Related Program knowledge and rules, and other requirements related directly and indirectly to our business 
  2. Excellent organizational skills and exceptional follow through discipline 
  3. Excellent written and oral communication skills 
  4. Strong leadership skills 
  5. Strong analytical skills, strategic thinking 
  6. Capable of realizing, interpreting and developing the account through partnership with Microsoft 
  7. Read, create, analyze and interpret financial reports, legal documents, pricing agreements and other relevant documentation 
  8. Give effective and persuasive presentations on complex topics to general management and program staff 
  9. Analyze problems, detect root causes and resolve all issues 
  10.  Analytical skills for planning, job costing and financial calculation 
  11. Willingness to travel as required 
  12. Bachelor’s / College Degree or above in any field; business/commerce/economics is considered   advantageous. 
  13. At least 4-5 years Customer Service Experience, preferably from the BPO Industry in a non-tradition call center business (e.g. Managed Services); experience as an Operations Manager / Sr. Manager of at least 2-3 years in a call center setting. Project Management experience is advantageous. 
  14. Exceptional English oral, written and comprehension (reading and auditory) skills. 
  15. Excellent prioritization skills in a dynamic and decentralized environment even under pressure and the ability to coordinate and delegate as appropriate.  
  16. Excellent interpersonal, people management, leadership, mentoring and coaching skills. 
  17. Self-motivated, hands-on and independently working individual who is seeking guidance from internal partners and the client if and as appropriate. 
  18. Above average communication skills and cultural sensitivity. 
  19. Strong understanding of customer service metrics, processes etc. 
  20. Good analytical and conceptual skills 
  21. Presentation skills 
  22. Interest in Advertising and / or Marketing. 
  23. Economic sensitivity (P&L) 
  24. Proficiency on the use of Microsoft Applications such as MS Outlook, Word, MS Excel, Power Point, etc. 
  25. Innovative in creating alternative solutions that will drive performance improvement. 
  26. No attendance issues or active written warnings of any nature issued by the current employer. 
  27. Willing to work on shifting schedules as required by the business / organization 

Workforce Specialist

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RESPONSIBILITIES

  1. Analyze historical call trends by source, handle time, and root cause to identify operational opportunities and pro-actively communicate this information to leadership while implementing appropriate action plan
  2. Maintaining the right Headcount, calculating call capacity & ensure service level targets are met
  3. Ensure that the real-time management team is providing the appropriate real-time oversight and takes appropriate action to meet service level goals and maximize efficiency
  4. Create various reports and dashboards to measure and manage the production KPIs.
  5. Create agents’ schedules by language following the intraday requirements per activity etc.
  6. Analyzing schedule performance, forecast accuracy, underlying assumptions, historical trends & make continuous adjustments & improvements to the Headcount planning & scheduling process Create and validate activity forecasts from a monthly to a quarter hour granularity.
  7. Work on long term projections to align proactively the site capacity with the client requirements.
  8. Communicate all these data and WFM topics with the site teams and also with the clients.

REQUIREMENTS

  1. Bachelor’s Degree in computer science, statistics, mathematics, finance, general business, accounting or a related field.
  2. Very good analytical skills and understanding of mathematics.
  3. Proficiency in Microsoft Excel, Word, Access, Windows operating systems.
  4. Proficiency in English language (C1-C2);
  5. Solutions and result oriented, with customer centric approach (internal and external).
  6. Strong verbal, written, presentation and interpersonal skills.
  7. Proactive mindset, anticipation is key.
  8. Ability to meet deadlines.
  9. Demonstrated ability to quickly learn new systems and processes.
  10. Attention to detail and accuracy are critical.
  11. Following are desirable requirements:
  12. Previous experience in similar functions.
  13. Knowledge of scheduling tools & Capacity Planning.
  14. Basic knowledge of programming, preferably VB and SQL. Basic knowledge of Business Intelligence tools.

WE OFFER YOU

  1. Attractive salary and health insurance.
  2. Positive working atmosphere in a motivated team.
  3. Personal and professional development.
  4. Best career opportunities in an international company.

Customer Support Champion- German Speaking

Responsibilities

  • Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
  • Responding promptly to customer inquiries via phone and through emails and chats.
  • Communicating with customers through various channels.
  • Acknowledging and resolving customer complaints.
  • Knowing our products inside and out to enable you respond to customer inquiries efficiently.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues as necessary.
  • Providing feedback on the efficiency of the customer service process.
  • Ensuring customer satisfaction and providing professional customer support.
  • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
  • Managing database records, drafting status reports on customer service issues.
  • Data entry and research as required to troubleshoot customer problems.

Requirements

  • Degree/Diploma in any related field
  • C1 proficiency in German and English
  • Knowledge of IT programs i.e. Word, Excel, and fast fingers for typing
  • Previous experience in customer service is desirable
  • Great people skills
  • Should be flexible to work in shifts both day and night.

Method of Application

Interested and qualified candidates should forward their CVs to: jobs.kenya@majorel.com using the position as the subject of the email.

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