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Customer experience representative


This is a Full-time position in San Jose, CA posted October 29, 2019.

The Customer Experience department is part of the Viacom Product organization.

The team is the voice and advocate of the customer and supports a variety of products, including app and web.

We are continuously improving the customer experience by delivering timely, fun, and friendly service reflective of the Viacom brands while providing actionable feedback to key internal stakeholders.General :Provide direct support to our customers via phone, email, etc.

around billing, technical support, and general product questionsConsistently meet or exceed our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responsesRegularly update reporting documents with app metrics that provide a detailed overview of weekly customer requestsDraft & amend updates to the knowledge base and scriptsReview, analyze and report out customer feedback across contact channels to stakeholders via email and in meetingsStay regularly informed on the status of the products (i.e.

new release, update, FAQs, etc.) and ensure the team is also updatedParticipate in team training and professional development opportunitiesAdvocate for customers across all levels in the organization :Excellent command of Grammar, Punctuation, and SpellingA calm demeanor and pleasant attitude towards customersHighest ethical standards and integrity4+ yrs experience working in a customer service environmentRequired Skills:Ability to work independently, and escalate issues without supervisionAbility to communicate clearly with both technical and non-technical membersAbility to translate complex technical issues into consumer-friendly responsesAbility to remain calm and rational in highly stressful, volatile, and visible situationsMust have excellent written and verbal communication skillsTeam player who thinks quickly and is capable of creative problem solvingHighly analytical and prepared to investigate and diagnose reported issuesExperience with MS Office software (Outlook, Word, Excel, PowerPoint, OneDrive)Experiencing with ticketing software (JIRA, Confluence, HipChat)Reliable and punctualEvenings, weekends, and holidays may be required – flexible schedule is a must Desired Skills:Knowledge of Viacom brand and productsIn-depth knowledge of mobile games and appsExperience with direct payment systems a plusExperience supporting live ticketed events