Customer Care Representative (English)

Where: Buenos Aires (Argentina)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in English

RESPONSIBILITIES

 

  • Provide first level support to Gracenote clients, ensuring timely solutions and expectations are met.
  • Evaluate, prioritize, and respond to incoming requests from clients experiencing routine problems. Refer more complex problems to appropriate support groups when necessary.
  • Interview clients to collect information about problems and lead clients through diagnostic procedures to determine source of issues.
  • Deploy and maintain a consistent customer request process to ensure all customer-initiated development requests are handled similarly
  • Log and track client activity using Salesforce software, and maintain history records and related problem documentation.
  • Maintain a strong working knowledge of basic products and Editorial standards. Continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
  • Develop a strong understanding of the business and how problems can negatively impact it.  Understand when to place a sense of urgency and when to escalate critical problems to management.
  • Support the selling efforts of Gracenote Sales staff through product set up, education and communication with clients and internal departments.
  • Provide team coverage and on call rotation support as needed.
  • Perform other duties as assigned.

 

 REQUIREMENTS/QUALIFICATIONS

 

  • Associates Degree or equivalent work experience required.
  • Must be proficient in the English language. Must demonstrate effective written and verbal communication skills in the English language.
  • Excellent interpersonal skills.
  • Must adapt to learning from a distance.
  • Must be self-motivated and able to work independently with minimal supervision.
  • Ability to organize, schedule, follow-up and multi-task.
  • Must possess strong customer service skills; technical support and/or problem solving experience.
  • Knowledge of the entertainment industry, including movie and television information, preferred.
  • Rotating on call support coverage required (24/7) several times a year if required.

 

 

  • Provide first level support to Gracenote clients, ensuring timely solutions and expectations are met.
  • Evaluate, prioritize, and respond to incoming requests from clients experiencing routine problems. Refer more complex problems to appropriate support groups when necessary.
  • Interview clients to collect information about problems and lead clients through diagnostic procedures to determine source of issues.
  • Deploy and maintain a consistent customer request process to ensure all customer-initiated development requests are handled similarly
  • Log and track client activity using Salesforce software, and maintain history records and related problem documentation.
  • Maintain a strong working knowledge of basic products and Editorial standards. Continually strive to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
  • Develop a strong understanding of the business and how problems can negatively impact it.  Understand when to place a sense of urgency and when to escalate critical problems to management.
  • Support the selling efforts of Gracenote Sales staff through product set up, education and communication with clients and internal departments.
  • Provide team coverage and on call rotation support as needed.
  • Perform other duties as assigned.

 

 REQUIREMENTS/QUALIFICATIONS

 

  • Associates Degree or equivalent work experience required.
  • Must be proficient in the English language. Must demonstrate effective written and verbal communication skills in the English language.
  • Excellent interpersonal skills.
  • Must adapt to learning from a distance.
  • Must be self-motivated and able to work independently with minimal supervision.
  • Ability to organize, schedule, follow-up and multi-task.
  • Must possess strong customer service skills; technical support and/or problem solving experience.
  • Knowledge of the entertainment industry, including movie and television information, preferred.
  • Rotating on call support coverage required (24/7) several times a year if required.
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