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

• 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