MJ Training Center

On-the-job Training

• Competencies
  • Demonstrates the highest level of customer service with effective resolution
  • Demonstrates proactive account management
  • Delivers customer education
  • Determines and resolves root causes to customer concerns and inquiries
  • Identifies appropriate revenue and service enhancement opportunities
  • Explores customer needs to develop loyal and profitable customers
  • Makes payment arrangements and other collections activities when appropriate
  • Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building
  • Demonstrates knowledge of the processes and products in their assigned line of business
  • Demonstrate proactive identification of issues
  • Handles inbound calls for large business customers
  • Handles offline interactions for large enterprise customers
  • Resolve customer inquiries primarily via the Messaging platform
  • Interact with customers via the phone and other written channels for customers and third party partners
  • Possess strong written and interpersonal skills
  • Create and file trouble tickets accordingly in collaboration with Engineering team
  • Follow-up to ensure resolution
  • Support the account billing and reporting needs
  • Adapt to the individual needs of their assigned customer base
  • Provide proactively business solutions to increase the overall health of the account
  • Serve as a vital member of the business customer support team
  • Maintain strong relations with cross-functional teams to drive solutions
  • Perform a wide array of both offline and inbound job responsibilities driven by the individual needs of their customer base
  • Respond to customer inquiries
  • Resolve customer escalations
  • Deliver customer solutions
  • Utilize boundless approach to resolution within the communities they serve
  • Develop Technical Solutions: Gather information on existing solution/application, Provide information on available products and services, Develop migration plans for new customers
  • Client Solicitation: Manage leads in a timely manner across wide geographical boundaries, Conduct discussions to learn and qualify opportunities, Understand customer pain points, Gather technical requirements, Correlate business value to customer
  • Ticket Management and Documentation: Work within existing task assignment and record-keeping systems, Open, respond, manage, and close tickets, Document resolution information, Update documentation on configuration and status of servers, Research passed r
  • Prospecting: Cold calling, Lead generation, Referrals, Using social media, High-touch vs. client-driven interactions
  • Presenting: Preparing sales pitch materials (e.g., slide decks, call agendas, webinars), How to speak with authority, How to handle questions without answers, De-escalating conflicts or high-stress situations, Body language (reading and controlling), Indu