Customer Support Specialist (Categoria Protetta L.68/99)

ABOUT MUSIXMATCH:

Musixmatch is the leading music metadata company, featuring the world’s largest lyrics catalog and +70M user contributors. Musixmatch is the trusted global partner of companies like Spotify, Apple, Amazon Music, Meta, Google, MTV, Shazam, Vevo and has a partnership with +100,000 music publishers including Sony/ Music Publishing, Universal Music Publishing, Warner/Chappell, Kobalt, BMG Rights, and the Harry Fox Agency.

We are a bunch of creatives who care about our work and what we do. We believe that participation and collaboration are key to getting things done well. We are looking for tech-savvy people who are eager to learn in a fast-paced environment, who have an international outlook on life, and who love taking on new challenges.

Annuncio Riservato a candidate/i appartenenti alle CATEGORIE PROTETTE (lavoratori disabili L.68/99 art. 1)

Position:

This role is perfect for someone who is excited about collaborating with other teams to identify, unify, and escalate customer requests to Engineering/Product partners. As a Customer Support Specialist, you will help customers to get the best from our technology.

What you will do:

Deliver excellent customer service to our community of music lovers via Email and Social Media;
Provide support to customers on technical issues through an effective troubleshooting process;
Keep track of recurring complaints from customers and escalating them to the appropriate person or department;
Identify opportunities to improve operating procedures and the collection of articles in our help center;
You will be accountable for meeting individual (KPIs) and team goals;
Prepare FAQs, and improve our customer care notes and document support.

Requirements:

Good command of written and spoken English to handle English speaking customers and work with an International team;
Passionate about Customer service and have Customer service skills – empathy, patience, great communication;
Tech savvy with analytical thinking and high problem-solving skills;
Curious, investigative and inclined to get to the bottom of things.

It’s Great if you have:

Min. 1 year experience in Contact Center environment handling emails and social media;
Fresh graduates who are passionate in customer service are also welcomed to apply.

WHAT WE OFFER:

• Flexible schedule
• Generous training budget
• Top class tech and equipment
• Company-wide retreat once per year
• Welfare plan

DISCLAIMER:

Due to the significant amount of applications we receive, unfortunately, it is not possible to answer every applicant, thus if you have not received a response from us, please be patient. We assure you that we will contact you should you be selected to move forward in the recruitment process. We would therefore like to thank all applicants for their interest and time.