Careers at Movate – Poland

Job title: Customer Service Representative – Turkish Speakers
Work Location: Ebene Mauritius
Experience: 6 months to 1 year
Education Qualification: SC/HSC

Roles and Responsibilities:

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Required Skills & Desired Skills

• Knowledge on storage
• Troubleshooting experiences and related 3rd party software and hardware
• Basic networking concepts
• Excellent verbal and written communication skills
• Good listening skills
• Problem analysis and Problem solving
• Customer service orientation
• Quick learner

Job title: Customer Service Representative – German Speakers
Work Location: Ebene Mauritius
Experience: 6 months to 1 year
Education Qualification: SC/HSC

Roles and Responsibilities:

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation
• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels

Required Skills & Desired Skills

• Knowledge on storage
• Troubleshooting experiences and related 3rd party software and hardware
• Basic networking concepts
• Excellent verbal and written communication skills
• Good listening skills
• Problem analysis and Problem solving
• Customer service orientation
• Quick learner

Location: Onsite – Temple, TX

Education: High School Diploma

Experience:  Minimum 6 months in a Customer Service Role

No of Openings: 50+

Summary:

We are seeking a Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service and support to clients, utilizing strong communication skills and problem-solving abilities.

Responsibilities:

• Handle inbound and outbound customer calls professionally and courteously
• Assist customers with product inquiries, orders, and issue resolution
• Maintain accurate customer records in the computer system
• Provide information about products and services
• Upsell products and services to customers when applicable
• Resolve customer complaints in a timely manner
• Collaborate with the sales team to meet customer needs

Required Skills:

• Proficient in computerized systems for data entry and retrieval
• Ability to commute to Temple, TX 76504 (Required)
• Ability to type efficiently and accurately
• Prior experience in client services or customer support is preferred
• Strong command of the English language, both written and verbal
• Exceptional phone etiquette and communication skills
• Sales experience is a plus
• Bilingual proficiency is advantageous
• Familiarity with call center operations is beneficial
• Shift Timings: Monday – Friday – 8.00 am – 5.00 pm CST (Morning Shift)

Job Type: Full-time

Pay: $16.50 per hour

Expected hours: No less than 40 per week

Shift Timings: Monday – Friday – 8.00 am – 5.00 pm CST

Benefits:

• Weekends Off
• Dental Insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Job title:  Quality Analyst
Work Location: East Gate Business Center (EGBC)
Experience: 1-5 Years
Education Qualification: High School Diploma
No of openings:  7

Roles and Responsibilities:

• Complete quality certification prescribed by Quality Team
• Audit surveyed calls and provide verbatim feedback using the prescribed monitoring tool
• Provide aid in facilitating or co-facilitating coaching and feedback session with agents
• Consolidate quality data and maintain the internal Quality Dashboard
• Provide data and root cause analysis on audited calls

Required Skills & Desired Skills:

• At least 1-5 years QA background in a BPO environment, handling an International Financial Account
• Amenable to work onsite at Antipolo City
• Willing to work in rotational shifts

Job title: Technical Support Engineer
Work Location: Chennai
Experience:  1- 5 years
Education Qualification: Any Graduation Degree
No of openings: 30+ Openings

Roles and Responsibilities:                                                                                        

• Responsible for handling customer queries/issues through Voice and or Non-Voice (International) transactions to the best of customer satisfaction.
• Necessary documentation of calls.
• Adhering to standard operating procedures required by the process and organization. Awareness of relevant service levels and meeting goals set by the project.

Required Skills & Desired Skills                                                                                 

• 1-5 Years relevant work experience
• Excellent communication skills.
• Graduation is mandatory,
• Flexible to work in US Shifts (Rotational Night Shifts)

Document to carry:

• Updated CV
• Academic qualifications documents

Job title: Inbound Sales Representative
Work Location: Upper Mckinley Hill, Taguig
Experience:  Minimum of 6 months call centre experience
Education Qualification:  High School Graduate
Openings: 200 +

Roles and Responsibilities:

• An Inbound Sales Representative for a US Telecom B2B program handles incoming communications from business clients, identifies their needs, and promotes suitable telecom solutions to achieve sales targets.

Required Skills & Desired Skills:

• High School Graduate
• With at least 6 months of BPO experience
• Must be amenable to work on flexible schedules
• Must be amenable to work onsite
• Must be amenable to start immediately
• Must be amenable to work in Mckinley Hill, Taguig

Apply now and enjoy these HUGE perks:

• Up to Php 28K Monthly Package (Php 24K Basic Pay + Php 4K+ Non-taxable allowance upon regularization)
• *Php 50,000 New Hire Incentives
• *Php 20,000 Joining Bonus
• Uncapped Commissions
• Weekly Payout (Every Saturday!)
• HMO after a month
• Life and Accident Insurance
• Flexible Service Incentive Leaves (SIL) program
• Annual Performance/Merit Increases
• Fast-Track Internal Career Opportunities

*Terms and conditions apply

Job title:  Team lead
Work Location: East Gate Business Center (EGBC)
Experience: 2-4 Years
Education Qualification: High School Diploma
No of openings:  9

Roles and Responsibilities:

• Monitor, and supervise a group of employees to achieve goals that contribute to the growth of the organization
• Motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility in terms of coaching methodologies
• Daily to weekly coaching

Required Skills & Desired Skills:

• At least 4+ years of BPO experience.
• With Minimum of 1 to 2 years as a Team Lead in one company
• Has experience with Team lead role for an international financial account  
• Has exposure with international centers
• Above average communication skills
• Must be amenable to work on a shifting schedule
• Must be amenable to work on site at Antipolo City

Job title: Business Analyst
Work Location: Chennai Guindy
Experience: 08-15 years
Education Qualification: Any Graduate
No of Openings : 5

Roles and Responsibilities:

• Requirements gathering and analysis, document business processes, and perform user acceptance testing.
• Experience in Business process model (BPM) and tools.
• Responsible for end to end, envisioning and designing the solution to address the business needs.
• Evaluate business processes, anticipate requirements, uncover areas for improvement, and develop and implement solutions.
• Manage scope, risks and issues.
• Prioritize requirements and create conceptual prototypes, mock-ups, wire frames, user stories etc. to deliver minimum viable product (MVP) and the final product.
• Collaborate with the project team, business team, UX team, technical teams, and end-users in eliciting the business/non-functional/technical requirements in detail to add to the product back log.

Required Skills & Desired Skills:

• Exposure and enterprise experience in functional domain.
• Understand current trends, tools and technologies.
• Good understanding of software development lifecycle.
• Good understanding of UX/UI understanding to define user stories to build application using the latest web/mobile technology tools.
• Understanding business needs / mapping it to the business processes.
• Hands on experience in agile project delivery.
• Good in conceptualizing and visualizing end to end business needs both at high level as well as detailed.
• Good in articulating the business needs.
• Good analytical and problem-solving skills.
• Good communication, listening and probing skills.
• Strong inter-personnel skills.
• Hands-on experience in Atlassian Jira.

Good-to-Have:

• Experience in product-based manufacturing domain.
• Experience and able to describe the Baseline Business Architecture, and Target Business Architecture.
• Ability to understand terminologies in web and mobile technologies in Angular,
• JavaScript, AWS, .Net, HTML5/CSS, SAP, Sales Force etc. and able to work along with team to meet the business requirements.
• Ability to test the applications built using web, mobile and analytical tools.

Preferred Certification:

• Business Analysis Expert Certification, CCBA.
• PMI-PBA – PMI Professional in Business Analysis.
• SAFe Agile Product Management.

Job title : Customer Care Specialist
Work Location: 3rd floor, Building #1, Ultra Lag, Lagunilla, Heredia.
Experience: More than 6 months of Call Center experience
Education Qualification: High School Completion

Role and Responsibilities

• Answers inbound phone calls, Chat and emails from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
• Documents details of customer interaction into system.
• Drives customer loyalty by providing excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
• Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
• Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
• Meets or exceeds various performance requirements, including but not limited to
• Customer service skills,
• Accuracy, schedule adherence,
• Speed to resolution
• Partners with escalation group to obtain addition support.

Required Skills & Desired Skills     

• Proficiency English Level >B2+                                          
• 6 months  experience in a role responsible for customer satisfaction- Success operating independently and navigating competing priorities in a constantly changing
• environment
• Strong communication, organizational, and influencing skills

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Job title: Senior Manager – Strategic Marketing
Work Location: Bengaluru
Experience: 08-10 years
No of Openings : 1

Job Responsibilities:

• Develop a deep understanding of Movate’s services and solutions to support in driving their Go-to-Market (GTM) strategy and execution plan
• Market, customer, and competitive analysis — Become the expert on the customer, the industry trends, and the players in the market; funnel these insights into services/ solutions roadmaps
• Drive Movate’s thought leadership by driving strategy, planning, and execution of a well-rounded content strategy (POVs, case studies, videos, web pages, blogs, newsletter)
• Help develop the core messaging, positioning, and market differentiators for Movate services/ solutions
• Create impactful external-facing presentations, sales pitches, service/ solution decks that strongly and clearly articulate Movate’s message
• Collaborate and align expectations with other internal teams (SMEs, innovation team, sales, practice) to power up the marketing and thought leadership campaigns

Required and Desired skills:

• Strategic thinker with strong solutioning skills
• Experience in the range of 8-10 years
• Knowledge of customer service and IT services industry
• Knowledge of key technology and digital transformation trends
• Good market research and analysis skills
• Strong communication – written, verbal, and presentation skills, with an eye for quality and attention to detail
• High EQ to manage multiple senior stakeholders

Job title: Retail Customer Support Representative – Bilingual
Work Location: UltraLag, Lagunilla, Heredia.
Experience: 0 – 3 Months
No of openings : 150
Education Qualification: -High School Diploma-Executive Services Diploma or English Diploma required if no prior experience.

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiries, order placement, and order follow-up. Documents details of customer interaction into the system.
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, cost-effectively reconciles errors, resolves post-order issues such as returns, and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills & Desired Skills

• Proficiency English Level >B2+
• 0 to 3 months Call Center experience
• Active listening
• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title:  German Customer Service Representative
Work Location: EGBC, Antipolo City
Experience: 6 months
Education Qualification: At least 2 years of college
No of openings:  6

Roles and Responsibilities:

• Handle customer queries/issues through voice and/or non-voice transactions, demonstrating attentive listening and effective communication skills to ensure customer satisfaction.
• Identify and assess customer needs by actively listening and asking relevant questions, following established processes and guidelines to provide accurate and timely resolutions.
• Maintain necessary documentation of each interaction with customers, ensuring accurate recording of details, actions taken, and resolutions provided.

Required Skills & Desired Skills:

• Should have completed at least 2 years of college, a 2-year vocational course, or a 4-year degree course.
• Willing to work in BGC Taguig City and the ability to work remotely.
• Flexibility to work German business hours and be available during weekends and holidays as per business needs.
• N1 or native
• At least 6 months of professional customer support experience (German language)

Job title: EKS Devops Engineer
Work Location: Chennai Guindy
Experience: 08-12 years
Education Qualification: Any Graduate
No of Openings : 2

Roles and Responsibilities:

• Develop and maintain Infrastructure as Code (IaC) using Terraform.
• Design, implement, and manage cloud infrastructure using AWS services.                           
• Design from scratch, the architecture for an enterprise Kubernetes infrastructure to support a CI/CD pipeline for Jenkins CI/CD. End-to-end Implementation of the Kubernetes architecture – installation, configuration, hardening, networking, etc. Implementing multiple Kubernetes masters for high availability
• Configuring persistent storage for Kubernetes clusters/pods, utilizing best practices, configuring NFS, persistent volumes, persistent volume claims for state persistence, etc
• Configuring Kubernetes auto provisioning, and auto scaling of CI/CD job/build agents/runners/nodes
• Designing and implementing clusters, cluster segmentation, internal/external networking for CI/CD deployment environments; dev, test, staging, production
• Configure CI/CD deployments with ConfigMaps, Secrets and SecurityContexts
• Implement Kubernetes services and Network Policies

Required Skills & Desired Skills:

• Candidate should have 8 years’ experience overall and 4+ year relevant experience
• Minimum 3 years of work experience in system administration, design, construction and operation of container platforms (Kubernetes) as well as in container technologies (Docker, Rancher Desktop etc.) and their management systems
• Kubernetes System Administration in a DevOps CI/CD
• Strong experience in Amazon EKS and Fargate

Job title: Trainer – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of training experience

Role and Responsibilities:

• Own content development and delivery, performance dashboard and reports, and other activities related to new hire, ongoing, remedial, and just-in-time training.
• Review, update, and continuously improve New Hire Training curriculum, evaluation tools, activities and documentation
• Analyze performance needs/trends and gaps, design, develop, and deliver instructional training – refresher training/Just in Time(JIT) training.
• Rolling out biweekly knowledge measure tests(KMTs) for the account, analyze trends and take necessary action
• Effectively interact with team members keeping in mind that different people have varied backgrounds and temperaments
• Perform QA monitoring and coaching/feedback sessions as per the business requirement when training role is not active
• Work on special projects and other duties/responsibilities as business requires.
• Demonstrate teamwork by supporting and assisting others on the team as necessary
• The trainer will report any HR or operational issues regarding an agent to their manager.
• The trainer will maintain a professional and positive environment at all times.

Knowledge, Skills, and Abilities

• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills, including Word, Excel, and PowerPoint.
• Adaptable to multi-task, swift program changes, developing the skills in proactive critical thinking, and problemsolving.
• Ability to provide and receive coaching and feedback.
• Have excellent planning, organizing, and problem-solving skills.
• Ability to encourage, motivate and provide recognition.
• Flexibility to work varying shifts and responding to unanticipated events.
• Excellent presentation skills – ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in one-on-one and group situations to internal and/or external clients.
• Video game knowledge is preferred.

Job title: Customer Service Team Lead
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of experience in a Customer Service Role

Role and Responsibilities :

• Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
• Interacts with customers via telephone, chat, SMS and e-mail, must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Communicate with client on an ongoing basis on people, performance and processes including weekly and quarterly reviews.
• Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KRA’s
• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
• Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
• Be actively involved in floor support. Handle Customer Service calls when the business requires.
• Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required.
• Recognizes, conveys, promotes, and sells products and service value with a consultative approach.
• Analyze stats and trends to identify root cause and implement corrective actions where required. Proactively report concerns with team, process, systems, etc. to supervisor
• Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.
• Act as an escalation contact for his / her agents and ensure that their concerns are addressed.
• Interview and select new hires for the program that meets the business requirements.
• Monitors performance of staff members according to established standards.
• May participate in hiring decisions and conduct performance appraisals.
• Regular, consistent, and punctual attendance.
• Handle supervisor and/or font line calls when required
• Other tasks and duties as assigned by the leadership team.

Required and Desired Skills:

• Strong phone presence with exemplary customer service and de-escalation skills
• Able to coach and motivate in accordance with the company’s performance culture
• Detail oriented
• Familiar with contact center tools, systems and methodologies
• Strong MS office skills, including Word, Excel and PowerPoint
• Adaptable to swift program changes, developing the skills in proactive critical thinking and problem solving
• Knowledge and interested with Electronic/gadgets devices preferred