Manager, Customer Experience
ViacomCBS
Burbank, CAThis was removed by the employer on 7/13/2021 7:59:00 AM PST
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Full Time Job
Overview and Responsibilities
The Paramount International team is looking for a Manager, Customer Experience to help define and manage a customer support operations plan for Australia, as well as contributing to the support of other International regions as needed. Our ideal candidate will work other leads to ensure that subscribers to the product have a direct line to support teams, helping subscribers via email, message center support, app stores and social.
We're looking for someone who will be responsible for training 3rd party Tier 1 reps, providing updates to quick responses, revising critical issue paths, responding to incoming inquiries, maintaining contact with internal teams including product, content, editorial, and marketing to keep apprised of changes. You'll update key senior partners on customer sentiment, feature requests, etc.
Responsibilities
to include but are not limited to:
• Identify any global changes applicable across regions, update trainings and CS operating procedures, and identify needed increases/decreases of CS reps for the region
• Handle CS operation plan for Paramount International
• Maintain and update a customer service guide (FAQs/quick responses) with appropriate brand responses to standard questions
• Maintain close communications/regular meetings with Product, Regional Marketing and
Regional Content teams to ensure CS reps are aware of the latest updates to product, content and any promotions
• Work with Regional Social team on any social responses needed for customer support help
• Track and respond to app store reviews
• Work with BI on developing frequent reports driven by data around customer feedback,
questions, issues and resolutions, that provide useful insights and resolutions to senior
partners
• Develop a solid understanding of the customer service tools used to respond to customers across a variety of touchpoints
• Work closely with CS reps/CS Vendor on issues, training and ensuring the team delivers thenhighest possible customer service levels to customers and adheres to required important metrics
• Professionally handle raised complaints requiring your seniority, deal with difficult situations, as well as mentoring and empowering the team to take care of such situations independently
Basic Qualifications
• 6 years' experience in 1st line customer support with some team lead/manager experience
• Experience with MS Office software (Outlook, Word, Excel and PowerPoint)
• Experience with the app stores (Google and Apple) and customer payment workflows
(downloading, payment, cancellations, etc.)
• Experience with customer TV authentication workflows
• Experience using messenger center support tools and ticket messaging systems
• Experience of empowering and mentoring a team
Additionial Qualifications
• Ability to articulate technical concepts non-technical individuals in a digestible way
• Shown success in solving customer issues and driving customer happiness
• Experience taking ownership of and driving resolution on customer issues
• Experience with digital video subscription products or mobile apps preferred
• Experience with software such as JIRA and Confluence preferred
• Strong analytical skills understanding and utilizes metrics