Monday, May 22, 2017

Customer Service Representative

Job Title: Customer Service Representative
Location: San Jose,CA 

Job Description

YouTube is used by over a billion people around the world! We are looking for YouTube enthusiasts to help these users get the most out of the product. In this role, you'll be experimenting, collaborating, and creating a world-class service experience in a non-traditional contact center environment. Passion for Google's products and customers and ability to thrive in a dynamic environment are a must.

The objective of the agent is to provide world class customer contact and technical support, and to ensure YouTube's users get the most out of their product experience by fielding difficult customer inquiries as well as providing coaching and more in-depth user education. This role encompasses both reactive support for transactional issues (eg. billing, account maintenance, and order status inquiries), technical issues (e.g. software and hardware troubleshooting) and proactive support through user education about Google products.

Requirements:

  • Exceptional empathy and customer care expertise
    • Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues. We are looking for self-starters who want to contribute to making YouTube better for users and partners and won't hesitate to speak up to make our support organization and products better.
    • Excellent native-level written and verbal communication skills in language of support, with 2 years' experience in customer support for said language (chat, voice, email) working with direct consumers (B2C)
    • Must be able to grasp complex and sometimes technical concepts, and relate them to our users and partners in an easily understandable way.
    • Supreme ability to demonstrate customer empathy and build a connection; excellent customer diplomacy skills; problem ownership to go "above and beyond” to provide magical support - personable, winsome, and disarming demeanor
  • Technical expertise
    • Comfortable learning and mastering customer management tools to simultaneously communicate with users while troubleshooting
    • Owner of an Android phone or iPhone (or experience with one)
    • Active user of the most popular Google products including:
      • Gmail, Calendar, Drive and Docs
      • YouTube and Play
      • Chrome and Search
      • Wallet and Android Pay
      • Familiarity with other Google consumer products, such as: Voice, News, Blogger, Chromebook, Chromecast and G+
    • Experience with web computing
    • Experience with other current consumer web-enabled technologies is preferred
  • Communication Skills
    • Excellent native-level verbal, written, and interpersonal communication skills in English
    • Ability to display those communication skills through multiple channels of support (phone, email, chat, and video)
    • Ability to type 60 words per minute (80 preferred)
  • Other
    • Familiarity with pop culture and current television trends such as shows, movies, media, and major sporting events
    • Openness to work flexible hours as required, including night shifts and holidays
    • White glove support is a plus
    • Education requirements:
      • Associate's degree or equivalent work experience
      • 4 year college degree or in progress is a plus
      • Truly interested in customer service as a career
    • Must be able to pass a criminal background check

Responsibilities:
  • Provide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios
  • Communicate with customers through voice, chat and email channels. Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures
  • Improve the overall experience for the users of YouTube by identifying and reporting product recommendations and feedback received from customers
  • Communicate bug fixes and new product enhancements to customers

Expected Outputs:
  • Own end-to-end resolution of customer issues and questions to ensure customer satisfaction
  • Develop relationships with customers over time through multiple engagements
  • Address customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectations
  • Conduct coaching sessions to educate customers about Google products
  • Submit high-quality questions, suggestions and feedback to the Team Lead, the Supervisor or the Client in order to influence and drive program improvements
  • Review quality feedback with supervisor
  • Follow proper diagnosing, escalation and security procedures
Rohit Kumar Singh
eTeam Inc
1001 Durham Avenue Suite 201
South Plainfieldnjnjnj, NJ, 07080