Concerning the position
MRM is a well-known marketing firm. MRM helps organisations change by assisting brands in developing meaningful interactions with people, using a solid foundation in strategy, data science, technology, and creative.
Fast Company named the agency a “Best Workplace for Innovators,” the Association of National Advertisers (ANA) named the agency B2B Agency of the Year, Gartner named the agency a “Leader” in the Global Marketing Agencies Magic Quadrant from 2017 to 2020, Ad Age named the agency B-to-B Agency of the Year in 2018, the Digital Analytics Association’s (DAA) Quanties Award named the agency Top Large Agency of the Year, and for the first time, WARC’s
MRM is a major agency in the McCann Worldgroup network, with 35 locations spanning North America, Latin America, Europe, the Middle East, and Asia Pacific, and is part of the Interpublic Group (NYSE: IPG).
At MRM, we’re seeking for a Call Center Agent to join our expanding team!
Management of Client / Customer Calls
Answer inbound calls in a timely and polite way as agreed.
Providing prompt and accurate responses to clients, as well as discussing potential solutions and ensuring that clients feel supported and appreciated.
Callers are actively listened to, information is confirmed or clarified, and escalations are diffused.
Taking a proactive and constructive approach to client complaints.
In the event of a major escalation, seek the help of the Team Leader.
Build good relationships by providing exceptional customer service and ensuring that all questions, cancellations, and confirmations are handled properly.
Understanding call centre metrics and aiming to match or surpass them while delivering outstanding customer service.
Clients should be guided through problems, accessing the company’s website, and using the product or service.
Adaptable to a variety of circumstances and people.
Having the ability to work shifts is a plus.
Support from a group
Keep your Team Leader up to date on any customer or technical problems.
Assisting the Team Leader with new joiner training and guidance.
Ability to work in shifts of 8 hours each day with a one-hour break.
The Team Leader is the person in charge of reporting.
To inform the Team Leader of any client or customer call requests.
Ensure that the team leader is aware of and included in all communications.
Support the Team Leader with requests for distance selling, exchanges, and availability.
In case of a client call difficulty or escalation, communicate with your Team Leader.
Following all business regulations and procedures, as well as your monthly rotation.
Annual leave, to get clearance from your team leader for any shift adjustments.
If you become ill before the end of your shift, you must notify your team leader.
Experience and Education
a high school diploma or an equivalent qualification
a working knowledge of essential computer applications
Language competence is required.
telephony and technology experience at a call centre
Experience working in a call centre or in a customer service setting is a plus.
Data entry and typing abilities are essential.