Senior Customer Support Expert for Video Streaming

Há 4 dias


Lisboa, Lisboa, Portugal Customer Labs Tempo inteiro

About Lisbon - A City of Endless Possibilities

Lisbon, a captivating destination where modern architecture seamlessly blends into historic neighborhoods. From seafood to bacalhau, you'll find an array of restaurants offering delicious meals at affordable prices with breathtaking sea views.

Company Overview

We empower companies to modernize technology, reimagine processes, and transform experiences, helping them stay ahead in today's fast-paced world. As a Senior Content Moderator, you will be part of our team, supporting our efforts. Your primary goal will be to address customers' B2C and B2B inquiries via phone, email, or chat; identify their problems; troubleshoot solutions; document each action taken; and categorize cases and potential bugs.

This role requires significant stress resistance as you will be working with the most renowned video streaming platform.

Key Responsibilities (Paid Product):

  • Answering customer inquiries via phone, email, or chat, identifying client problems, troubleshooting solutions, documenting actions taken, and categorizing cases and potential bugs to enable the engineering team to address them.
  • Providing general and technical support to customers using paid products (Premium, Music, Super Chat, Super Stickers, Movies, Shows, or Channel Memberships).

Key Responsibilities (Creators):

  • Policymaking, Safety Management, and Copyright Guidelines (e.g., understanding ads, navigation policies, and copyright guidelines).
  • Troubleshooting various problems (e.g., issues with playing videos, uploading, account & bug issues, membership issues).
  • Customer Support for Monetization Purposes (e.g., how to make money and optimize channels).
  • Understanding and staying up-to-date with client policies and guidelines.
  • Supporting Account and Settings (e.g., resolving content ID and rights management issues).

Requirements:

  • Fluency in German and English.
  • A minimum of 12 months of experience in customer support within a Contact Center to be considered a senior agent.
  • Knowledge of BPO KPIs: C-SAT (Customer Satisfaction); NPS (Net Promoter Score); SLAs (Service Level Agreement).

What We Offer:

  • Competitive salary and performance-based bonus.
  • Relocation package - reimbursement up to 2000 euros with the first payslip.
  • Assistance in finding accommodations.
  • Bureaucratic support for obtaining NIF and NISS.
  • Health insurance, life insurance, and family plan (spouse/legal partner and children).
  • Meal and Work-from-Home allowance.
  • Training and education.

Please submit your CV and Cover Letter in English. If you have any questions, feel free to contact our recruiter.



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