Global Customer Experience Operations Specialist
2 weeks ago
Rakuten Viki, a leading global entertainment streaming site, seeks a skilled Customer Experience Operations Specialist to join its Singapore office. As part of our mission to bring global entertainment to fans everywhere, this role offers the unique opportunity to shape the future of online video and social entertainment.
Key Responsibilities:- Customer Service Operations: Oversee customer service operations related to platform issues on apps and web, including feature issues, technical issues, and content issues.
- Tier 1 Agent Oversight: Manage tier 1 agents and handle bug-related escalations between agent tiers.
- Collaboration with Product Team: Work directly with the product team to ensure successful feature releases and report back on customer-facing issues.
- Bug Reporting and Management: File, triage, manage, and follow up on bug reports independently.
- Customer Feedback Analysis: Collect and analyze customer feedback to inform service development.
- Data-Driven Insights: Produce reports combining relevant data to facilitate understanding of main issues.
- Process Improvement: Assist in creating new workflows and communication plans.
This role requires strong leadership skills, proficiency in platforms like Zendesk and Asana, and a minimum of 3 years' experience handling customer tickets and complaints.
The ideal candidate will be able to work effectively in a fast-paced environment, prioritize tasks efficiently, and communicate effectively with cross-functional teams.
We offer a competitive $80,000 - $110,000 per year salary, depending on experience, as well as opportunities for professional growth and development in a dynamic and innovative company.
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