The company is breaking down the old BPO call center stigma and is reinvesting proactive support! The successful candidate will have a strong customer service background and experience working with eCommerce or SaaS platforms. Your ultimate objective is to provide the highest level of support to our clients and their end users through our omni-channel (email, chat and phone) approach creating a frictionless and flawless user experience. This will be achieved by; basic troubleshooting consumer concerns, identifying trending issues, and proactively managing all inquiries. The company is looking for Customer Success Specialists who show a high sense of proactivity and ownership. It is important that you communicate effectively by showing empathy and efficiently by making best use of your strong judgment and problem-solving skills. As per our team mantra we “Go the Extra Mile”. To keep up with the constantly evolving technology, the Customer Success Team is constantly trained whenever a product is upgraded or launched.
As a Customer Success Specialist, you make a crucial contribution to the success of the company by working closely with the comapny's broadcasting clients and industry partners by supporting them to maximize the useability of the platform. You will also provide front line support to end-users on behalf of our clients globally. We truly believe in strong personal development and creative thinking. You will have the opportunity to connect with our global offices, learn from industry leading professionals and best of all, have your voice heard!
Level: Mid Level
Date Posted: 01-09-2023
Handle incoming end-user inquiries, issues, and complaints through email and live chat professionally and promptly.
Provide clear and comprehensive information about our broadcaster's products, services, features, and technical aspects to assist end-users effectively.
Collaborate with team members and departments to escalate and resolve complex customer issues.
Develop and maintain an in-depth understanding of our client’s OTT platform, including features, functionalities, content offerings, and subscription plans.
Stay informed about product updates and changes to ensure accurate and up-to-date information is relayed to customers.
Support end-users with technical issues, including device compatibility, streaming problems, account setup, and payment-related inquiries.
Guide users through troubleshooting steps to resolve issues efficiently.
Accurately document impactful end-user interactions, inquiries, issues, and resolutions.
Provide regular updates to the Customer Support Team Leader on recurring issues, emerging trends, and opportunities for improvement.
Demonstrate empathy and a customer-centric approach in all customer interactions.
Actively listen to end-users, understand their needs, and take ownership of resolving their concerns.
Encourage end-users to provide feedback and suggestions and communicate these insights to the Customer Support Team Leader.
At least 3 years of experience in a customer service role with a proven track record of resolving customer queries, achieving high customer satisfaction, and handling technical support.
A comprehensive understanding of OTT platforms, their features, functionalities, content offerings, and subscription plans.
Proficiency in technical troubleshooting, including dealing with device compatibility, streaming problems, account setup, and payment-related inquiries.
Experience in documentation and reporting with the ability to identify and report trends and opportunities for improvement.
Proficiency in using Zendesk or a similar CRM and familiarity with live chat tools and email support systems.
Advanced PC skills in Microsoft Office and Google suite.
Exceptional written and verbal communication skills.
Active listening skills with the ability to understand and meet customer needs effectively.
A proactive, problem-solving mindset, demonstrating resourcefulness and innovation.
Ability to collaborate effectively with team members and other departments.
Comfortable working autonomously in a remote team and adaptable to rapidly changing environments.
Since 2012, Diversify has created a culture where its people come first.
With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.