Majorel Clark | Quality (Sales) Coach - Search Engine Advertising

Majorel Philippines Corp., 4th & 5th Floor, SM City Clark IT Center, Angeles City, Pampanga, Philippines Req #5535

Friday, October 13, 2023

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.

Position Summary:

An experienced, confident individual with proven skills in Sales coaching, genuine dedication, and the people skills necessary to motivate our Sellers, drive our business and help our customers achieve more

Overall Responsibilities:

·        Create an entrepreneurial sales excellence culture
·        Develop and Coach Sales team to ensure optimum success in reaching and exceeding sales targets.
·        Use key selling periods and launches to continually drive excitement, morale and results
·        Be accountable for providing Sales results, revenue forecasts and actionable customers insights per product & service category
·        Participate in communication of LOB strategy to contact centre staff
·        Participate in the Gamification process as an integral part of Frontline advocate performance management
·        Create and manage innovate Sales strategies, experiments and services which LOB could to bring to market
·        Partner with Trainers, Operational Management to identify opportunities of continual development
·        Provide meaningful insights through Monitoring feedback, Voice of the Seller, Voice of the Customer to continually assess & shape our approach, and develop our training material
·        Mentor sellers through Performance Improvement & Development plans and identify cross-team & individual performance opportunities
·        Become the trusted development specialist in a fast-paced, collaborative, and dynamic teaming environment & effectively help manage opportunities and pipeline through the sales cycle
·        Understand industry and market trends around driving successful inbound sales environments

Job Requirements:

Knowledge, Skills and Abilities

· Consultative. Great listeners and problem solvers for each unique customer challenge.

· Influential: Motivated to encourage positive customer behavior change and impact.

· Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.

· Inspired. Feels connected to the mission and is passionate about helping customers get the most value from our products and services.

· Resilient. Bounces back from, grows and thrives during challenges, change and adversity.

· Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.

· Excellent language skills (native/near native) both written and verbal in the language they support. C1 for the supported market and English from Common European Framework (CEFL). Advanced Mid\High from ACTFL (American Council on the Teaching of Foreign Languages) and 2+ from ILR (Interagency Language Roundtable). in addition good basic English skills desired

· Strong active listening skills

· Curious to learn more and able to apply the learnings to the next interaction

· Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly

· Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer

· Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)

· Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer

· Passion for Product and Services

· Help customers discover, buy, use, and love products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale

· Ability to make the interaction easy for the customer (low customer effort) and aim to create a fan.

· Confidence and competence to stay on task in a demanding fast-paced environment

· Ability to efficiently navigate multiple open windows and monitors with a min of 55 WPM in typing skills

· PC Skills, proficient in using Microsoft Office suite and ability to easily adapt to various Customer Management or Communication tools

· Superior written and verbal communication skills and presentation skills.

· Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook

· Self-motivated

· Performance-oriented

· Ability to build rapport and work effectively with all levels of management and clients.

· Analytical skill

· Must be able to handle multiple projects simultaneously & be receptive to change

· Strong knowledge of the applicable client account is required

· Strong Customer Service/Retention/Sales/ Technical Support skills.

· Proven Past Performance Associated With Current Quality guidelines

· Flexible to work any shifts within department hours of operation.

Education/Experience:

· 2 or 4 year degree in related field from an accredited four-year college or university with some related work experience, preferred

· Documented evidence of advanced training in coaching or leadership

· At least 1 year proven track record in leading a team of Sales advocates and familiar with coaching people on sales objections and drive positive outcomes in a sales, retail or marketing environment

· Minimum 1-year customer support or service experience for B2B roles required, 6 months customer support or service experience for B2C roles required.

· Must have C1 level English capability in addition to at least one other language spoken by advocates if relevant

· Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike).

· Efficiently respond to a dynamic retail store environment

· Exemplifies curiosity for new products campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively sell the most appropriate product/service to the customer.

· Proven ability to work with a diverse group of frontline advocates who will support our customers in an authentic, positive manner,

· Strong ability to coach and role model for the wider team

· Experience to setting up the right rewards needed to drive results and efficiencies acknowledging different requirements with regards to rewards

· Familiarity with broad business or consumer customer (depending on the team requirements), industry challenges, and ability to uncover specific client pain-points & develop relevant solutions

· Ability to drive performance up by coaching specific sales techniques that support advocates to be their best authentic self so that they can deliver a great consultative selling experience for our customers

· Strong numerical skills to calculate the right incentive program and work with the Data insight needed to direct the team

· Experience with Gamification and how best to create content that drives forward a sales excellence culture and improve performance metrics

· Proven experience coaching in creating highly successful sales teams

· Positive mindset, ready to drive experiments and innovation to ensure that the sales strategy can quickly be adopted to changing trends

· Strong understanding of how to create a successful selling team using the diverse strengths of the members of the team in conjunction with a strong sales plan

· Engaging and collaborative coaching style with proven experience in people development/mentoring

· Highly skilled in conducting needs analysis and devising custom learning solutions

· Committed to self-development, thriving on a challenge and presenting a positive and professional attitude at all times

· Ability to work with minimal guidance and quickly adapt to change

· Partner with Trainers, Operational Management & identify opportunities of continual development

· Provide meaningful insights through Monitoring feedback, Voice of the Seller, Voice of the Customer to continually assess & shape our approach, and develop our training material

· Become the trusted development specialist in a fast-paced, collaborative, and dynamic teaming environment & effectively help manage opportunities and pipeline through the sales cycle

· Solid knowledge of MS O365, Dynamics, broad Cloud solutions and our primary competitors

· CIPD/NLP/MCT Qualification highly beneficial

Physical Demands & Work Environment:

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities

· Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

· Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.

· Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

· Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.

Other details

Job Family Training/Quality
Pay Type Salary

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Majorel Philippines Corp., 4th & 5th Floor, SM City Clark IT Center, Angeles City, Pampanga, Philippines