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Customer Retention Manager
NBC Universal
London, , United Kingdom
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About Us
NBCUniversal is a leader in providing entertainment programming to the US and international marketplaces. The International Television Distribution division is responsible for the international distribution of NBCUniversal product to all forms of linear and digital media. This includes distribution of current and library theatrical movies, direct-to-video movies, documentaries and specials, plus all forms of television product – scripted TV series, non-scripted TV series, mini-series, animation and TV movies.
Responsibilities
Are you passionate about putting the consumer first and understand that happy customers equal successful brands? If so we want to hear from. A fantastic opportunity to join a fast growing consumer facing digital business. Be the central person responsible for delivering fantastic customer service and issue management for customers.
Qualifications/Requirements
KEY RESPONSIBILITIES
•Manage end to end the customer management workflow
•Investigate and solve complex issues that can occur across a number of areas including video and streaming, billing across both web and app products
•Develop a detailed understanding of the systems and suppliers to enable fast and efficient issue identification
•Clearly communicate and raise problems rapidly as they arise to a number of key stakeholders across all departments
•Work closely with the CRM and product managers to ensure customer cases are identified and flagged and responded too
•Manage weekly customer service status meetings with relevant suppliers
•Be responsible for the management and performance of the customer care team
•Manage and triage all customer enquires via social media, App reviews and comments
•Monitor and measure the customer care teams output in order to drive improvements
•Provide the senior team with regular status reports
•Maintain, update and create FAQ documentation
•Manage and develop customer response templates
SKILLS AND EXPERIENCE
•Must have previous experience using Salesforce Service Cloud, and Knowledge base.
•Have a proactive customer approach to case investigation.
•Able to detect trends in customer behavior by using qualitative and quantitative data sources.
•Ability to navigate technical implementations and identify and clearly define complex problems to product, marketing and customer service teams.
•Experience of working in a fast paced digital team/business
•Previous SVOD or subscription business is highly desired
•Excellent verbal and written communication
REQUIREMENTS
• Eligible to work in the EU
• Fluent written and spoken English
The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.