Customer Experience Coordinator

Working within a busy OTT broadcast company you will be helping shape viewers' experience of live sports streaming. If you are passionate about sports entertainment, with a technical mind and exceptional customer services skills then this Customer Experience Coordinator role could be for you.

Based over in Chiswick Park, our client is a leading exponent of bringing live events direct to people's homes. You will be responsible for improving customer experience; troubleshooting customer and client issues and logging these in order to review and develop processes of future content delivery.

Responsibilities

• Provide fast and accurate customer service.
• Learn our platforms and advanced troubleshooting of our streaming architecture.
• Work effectively with our development and product teams to achieve results.
• Monitor customer contact workflows to ensure SLAs are met.
• Acting as escalation point for third party providers.
• Carry out quality control assessments of work completed by third party teams.
• Understanding trends and issues as they surface in real time, capturing examples for product and development.
• Verify customer impacting service issues, escalate appropriately in line with standard escalation protocols.
• Create client-based reports, as necessary.
• Document and retain ever-evolving workflows and resolutions.

Personal Attributes:

• Fearlessness and pro-activeness. We deal with live video and data.
• Every minute counts. Make fast decisions and have them be right.
• Customer service experience. Strong written communication.
• Able to work shift patterns, including weekends and overnights - we are a 24/7/365 operation
• Details matter to you. A lot.
• You always put yourself in the users’ shoes.
• You are passionate about online media.
• You constantly raise the bar for yourself and the team.
• You think fast on your feet and can translate a concept to a sequence of actions very quickly and accurately.

Required Skills and Experience

• Minimum 2 years’ experience in a B2B / B2C contact centre environment.
• Demonstrated strong oral and written communication skills.
• Experience of working with ticketing systems such as Zendesk.
• Strong analytics skills, as proven through work experience.
• Microsoft Office inc. Outlook, & Google Docs

Desired Skills and Experience

• Digital customer contact experience, preferably within a streaming or sports environment.
• Experience troubleshooting Android & iOS device issues.
• Tech savviness – you are up to date with the latest trends.
• Sports and Entertainment fan, with working knowledge of sports websites and streaming services.