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.