Call Center Specialist

? *Job Title:** Call Center Specialist
? *Company:** Netflix
? *Location:** San Francisco, California, US...
? *Job Type:** Part-Time
? *Seniority:** Associate Level
? *Years of Experience:** 2

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? *About Us:**Netflix is a global leader in entertainment, driven by innovation and a commitment to bringing the most engaging experiences to our subscribers. We are dedicated to fostering a diverse and inclusive workplace where everyone can thrive.? *Job Overview:**We are seeking a detail-oriented and customer-focused Call Center Specialist to join our dynamic team. In this role, you will provide exceptional support to our subscribers, ensuring they have an outstanding experience with our services. You will be part of a collaborative environment that prioritizes inclusivity and mentoring, where you will have opportunities for professional growth.? *Key Responsibilities:**
• **Customer Support:**
• Handle inbound and outbound calls from subscribers with a friendly and empathetic demeanor, addressing inquiries and resolving issues involving account management, subscription changes, technical difficulties, and billing concerns.
• Provide clear information about services, features, and promotional offerings tailored to individual customer needs.

• **Problem Resolution:**
• Efficiently diagnose and troubleshoot customer issues, employing strategic planning skills to address problems and implement solutions.
• Collaborate with other departments (Technical Support, Billing, etc.) when necessary to resolve complex issues.

• **Documentation & Reporting:**
• Maintain accurate records of customer interactions and transactions, documenting inquiries, feedback, and resolutions in our Customer Relationship Management (CRM) system.
• Prepare weekly reports on call metrics, trends, and customer feedback for internal assessment.

• **Customer Relationship Management:**
• Develop and maintain strong relationships with customers through thorough follow-ups and proactive outreach, utilizing negotiation skills to ensure customer retention and satisfaction.
• Identify opportunities for upselling and cross-selling Netflix's services based on customer interests and feedback.

• **Process Improvement:**
• Continuously assess current workflows and suggest improvements to enhance the efficiency of the call center operations.
• Participate in team meetings to share insights and best practices.

• **Training and Mentoring:**
• Assist in training new team members by providing guidance and sharing knowledge.
• Foster a supportive environment by encouraging fellow team members and contributing to team-building activities.
? *Requirements:**
• **Experience:**
• Minimum of 2 years of experience in a call center or customer service environment, preferably within the entertainment or technology sector.
• Proficiency in CRM software and understanding call center metrics.

• **Education:**
• High school diploma or equivalent; an associate degree or higher is a plus.

• **Personality Traits:**
• Independent and resourceful, with an ability to work effectively with minimal supervision and take initiative in resolving customer issues.

• **Soft Skills:**
• Strong strategic planning and negotiation skills, with the ability to think critically and adapt to varying situations.
• Excellent verbal and written communication skills, with a friendly and clear speaking style.

• **Technical Skills:**
• Familiarity with digital communication tools and troubleshooting basic technical issues.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and other relevant software.
? *Benefits:**
• Flexible remote work options that promote a healthy work-life balance.
• Disability insurance for enhanced peace of mind.
• Complimentary gym membership to support your physical well-being.
? *Working Environment:**At Netflix, we cultivate leaders who foster inclusivity and mentorship. Our team is built on the principle of collaboration, with a strong focus on empowering one another to reach our full potential.? *Application Deadline:**Please submit your application by September 14, 2024.

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? *Equal Opportunity Statement:**Netflix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We actively encourage applications from people of all backgrounds and experiences. Everyone is welcome here.

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