Customer Care Specialist

We are presently looking for a Customer Care Specialist to provide support to new and existing customers. These activities require working with internal cross-functional teams and external customers to resolve customer reported issues within service level agreement (SLA)  timelines.

RESPONSIBILITIES:

• Acknowledging the customer reporting the issue within SLA timeframes and keeping them informed throughout the incident.
• Conduct basic troubleshooting in some instances to validate the reported issue.
• Gathering essential details from the customer so that internal teams have the information they need to quickly resolve the problem. 
• Providing responses to customers within SLA guidelines, detailing corrections made, the cause of the issue, and when appropriate preventative measures being taken at Gracenote, once the issues have been resolved.
• Utilizing internal reporting systems & tools to log customer reported issues, resolution times, and corrective actions taken.
• Generating a daily issue/case reports with the status update and sharing it with the client.
• Ability to coordinate with multiple internal teams to resolve customer related issues or requests.
• Understanding of the issue & its business impact and escalating to the right POCs.(Internal teams content leads,TAMs etc.)
• Participation in client meetings if/when required.
• Provide on call support if required (shift rotation required to support 24x7)
• Other duties as assigned by the line manager, such as assisting other CC teams,improvement initiatives,self learning etc.

QUALIFICATIONS :

• Must be a Graduate in any field. Sport background will be highly preferable.
• Basic sports technical knowledge of Football,Rugby,Cricket or any other International games.
• Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written, in the English language.
• Must be able to work the shift hours identified as well as adjust the shift as required by live sporting events taking place.
• Flexibility to extend the support to the team in their working hours if required.
• Focused individual with a high level of attention to detail.
• Excellent computer skills.
• Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
• Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
• Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
• Ability to organize, schedule and complete multiple tasks concurrently.
• Working knowledge of business software/applications - Google Suite, Jira, Salesforce, a plus.