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CX job vacancy of the week: Paramount+

3rd Aug 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX Job of the week: Paramount +

This week: Customer Experience Manager – Paramount+ – London, NW1 8TT, UK

The Paramount+ international team is looking for a Customer Experience Manager to help define and manage a customer support operation plan for various European countries, as well as contributing to the support of other international regions as needed. Their ideal candidate will work with 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.

Responsibilities

  • 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 vendors on issues, training and ensuring the team delivers the highest 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.

Requirements

  • 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.
  • Ability to articulate technical concepts to 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, Salesforce preferred.
  • Strong analytical skills understanding and utilises metrics.
  • Experience using automated chatbots, particularly through salesforce would be highly desirable.
  • In addition to English, written and oral proficiency in Italian would be highly desirable.

For further information and to submit an application, visit the Paramount job board.

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