Objective: The Customer Service Assistant will manage the inbox for licensor inquiries, ensuring a friendly and professional tone in all communications. This role is critical to streamlining licensor onboarding and facilitating the content ingestion process. Key Responsibilities: Respond to Emails: Address inquiries promptly and courteously. Provide clear and concise instructions based on the type of content submission (YouTube, Google Drive, Dropbox, or Hard Drive). Follow the EA Layer Process: YouTube: Add YouTube submissions to the Channel Ingestion Dashboard. Google Drive: Log submissions in the Google Drive Ingestion Log. Dropbox: Log submissions in the Dropbox Ingestion Log. Hard Drive: Send the licensor a Google Form link for hard drive submissions: https://forms.gle/KUnk2h26banLvejF8 . Escalate Complex Issues: Flag any inquiries or issues that require more information or clarification. Escalate to the appropriate team member with a summary of the situation. Maintain Records: Ensure all submissions and interactions are accurately documented in the relevant logs or systems. Ensure Licensor Satisfaction: Be approachable, patient, and proactive in helping licensors resolve any concerns. Tone and Style: Helpful: Offer solutions and next steps for every inquiry. Friendly: Use warm and positive language. Professional: Maintain clear communication and attention to detail. Training and Support: Initial training will be provided on using the Channel Ingestion Dashboard, Google Drive Ingestion Log, Dropbox Ingestion Log, and other tools. A FAQ document and escalation protocol will be available for reference. Success Metrics: Response time to emails within 24 hours. Tools and Resources: Email platform. Access to Channel Ingestion Dashboard, Google Drive Ingestion Log, Dropbox Ingestion Log. Google Form link for hard drive submissions. Training materials and FAQ document.
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