Diversify Offshore Staffing Solutions
Diversify Offshore Staffing Solutions

Customer Support (Zendesk) - Night Shift  

Diversify Offshore Staffing Solutions

 
  • Taguig, Philippines
    27F, Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • ₱25,000.00 - ₱35,000.00 / month
    PHP
    25000
    35000
    25000
    MONTH
  • Full timeFULL_TIME

Expired 6 years ago

2018-04-29T16:00:00+00:00
Job closed.

Job Description

Cleeng is a leading e-Commerce company providing a platform for broadcasters (content owners) to monetize videos online. The company was founded in 2011 and is headquartered in Amsterdam, with additional offices in Poznan, New York and Sydney. Cleeng helps 1000's of broadcasters worldwide (including Sportsmax, Cirque du Soleil, Golden Boy Promotions, NHRA, Trace TV, Canal+ and Orange) to sell their live and on-demand videos. The company specializes in live pay per view, and also offers other products such as subscription video on demand (SVOD) and video on demand (VOD). Cleeng has powered many big-scale pay-per-view events, such as the FIFA World Cup 2014, the Canelo Alvarez vs. Amir Khan fight (2016), Miss America and Canada, Swedish Hockey league, TEDMed conference, and MMA fights. Cleeng is one of the fastest growing Dutch companies (Tech5 Europe-TNW 2014) and with triple digit growth rates in 2016 has reached a new milestone in revenue growth and international expansion.

POSITION OVERVIEW:

A Customer Service Representative interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, a customer service representative deals with, assists and helps resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

GENERAL RESPONSIBILITIES:

  • Fully monitor all live events and provide top-grade customer service via Zendesk
  • Handle all subscription and video on demand queries
  • Liaison with our B2B and B2C clients before, during and after events
  • Identify any trending issues and use strong problem-solving skills to resolve or escalate the matter quickly and efficiently
  • Validate the event set-up process
  • Provide an analysis on the success of each event upon completion
  • Go the extra mile
  • Responsible for handling all telephone, e-mail or live chat enquiries
  • Ensure any telephone messages are accurately recorded and emailed to the client as soon as possible
  • Ensure all client enquiries are recorded into the system, confirming all contact details of the enquirer with 100% accuracy
  • Ensure compliance with goals, which includes call answering time, enquiry to interview days, and focusing on availability within the contact center
  • Dealing with all calls and enquiries politely, courteously, professionally and assertively
  • Matching customer’s need to client’s products and services
  • Provide well-rounded, prompt, high-quality, and professional client service at all times
  • Any other task/duty as directed by client/management

Minimum Qualifications

  • Agents needed: x2
  • Type of support: Email and Chat
  • Candidate must possess at least a Bachelor’s/College Degree
  • At least 1 to 2 years of work experience in the related field is required
  • Experience in supporting Fox, HBO, ESPN and the like is a definite advantage
  • Record of proactivity & ownership taking (independent)
  • Positive personality and a can-do attitude
  • Proficiency in using Microsoft Office applications
  • Experience with Zendesk, an advantage
  • Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
  • Demonstrate commitment in upholding core values and behavioral standards
  • Excellent customer service, problem solving and analytical skills
  • Ability to be flexible, adaptable and work in fast-paced environment
  • Strong command of the English language, both oral and written
  • Willing to work in either Makati or BGC site and on a graveyard shift
  • Willing to work on weekends

Perks and Benefits

  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Employee DiscountsEmployee Discounts

Required Skills

  • Email Support
  • Chat Support
  • Customer Service
  • Communication Skills

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
27F, Twenty-four Seven Mckinley Bldg., 24th St. corner 7th Ave. Bonifacio Global City, Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
2 openings
Website
https://www.diversifyoss.com

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About Diversify Offshore Staffing Solutions

Diversify OSS is an Australian owned company providing businesses with successful extended or offshore workforce solutions in the Philippines. The Philippines is a competitive labour market with high demand for skilled workers in most fields. In order to realise the full potential of your offshore operations you first need to stand out from the crowd and attract the highest quality potential staff. Once you have selected the staff you want you then need to ensure that they stay happy, productive, engaged and with you for the longest possible time. Losing your staff because your provider doesn’t properly educate you about the cultural differences or because you staff don’t feel appreciated or part of a team will seriously undermine the effectiveness of your offshoring staffing strategy. An offshore workforce in the Philippines is a valuable asset to your business and like any asset, it takes some careful planning, investment, attention and most importantly the selection of the right business partner to ensure it delivers. At Diversify Intelligent Staffing Solutions we value our people. We understand that they are a major reason for our success and continued growth. We realise the importance of keeping our people happy, engaged and comfortable in what they do. Our focus is on providing a workplace that promotes creativity, teamwork and collaboration. We are a fun, friendly and passionate organisation that takes great pride in the social atmosphere we promote within the workplace, our people work hard but they enjoy what they do and enjoy interacting with their colleagues.

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