This job has expired, you cannot apply for it anymore

Job Details

City:
Phnom Penh
Job Location:
Cambodia
Contract Type:
Full time
Job category:
Customer Support

Company Details

Company industry:
Broadcasting / Music / Film
No. of Employees:
11-20

Preferred Candidate

Professional Skills

Language Skills

Khmer and English (as fluent as possible) both read and write

Job Description

The job exists to support, communicate and engage with our customers via social media channels. It is also important to keep iflix customers happy and satisfied, to increase their loyalty.

 

KEY RESPONSIBILITIES

  • Solving customers’ problems, answering their inquiries and engage with them via social media channels and emails
  • Responsible for achieving the KPIs assigned (First reply time, Customer satisfaction, Closing time)
  • Train others in concerned areas upon request
  • Walk the extra mile for a better customer experience and provide a first level support to every customer
  • Ensure knowledge of latest updates and developments in iflix and in the SVOD industry 
  • Interact, assist and communicate with other departments when needed
  • Following the SOPs described in the playbook, give feedback if the SOPs are not relevant
  • Communicate to customers reflecting the iflix spirit and culture
  • Ensure all of the above are done according to the Tao of Iflix

 

COMPETENCIES

  • Motivated self-starter with a strong desire to learn
  • Outstanding communication skills with both, customers and workmates
  • Problem solving skills / Troubleshooting skills
  • Happy to work as an effective team player 
  • Ability to handle pressure and priorities tasks.
  • Positive thinking
  • Reliable and adaptable
  • Flexible to work on shifts and/or weekends 

Position Requirements

MEASUREMENT OF SUCCESS

The KPIs are the number of tickets/social interactions done per the CEO on a daily, weekly or monthly basis. These tickets should be solved in an average reply time: below 2hours for social, 12hrs for emails, with a 75% satisfied customers

 

MINIMUM QUALIFICATIONS & SPECIALISE SKILLS REQUIREMENT

  • Total Work Experience: 1 to 3 years
  • Total Relevant Experience: Less than 1 years in <Customer Service>
  • Microsoft Office and computer skills
  • Product (iflix) knowledge
  • Communication skills (Verbal and Written)

 

Your role will be a hybrid one part Customer Service and part Communications Associate which caters to users on both a personal level and in a broader, more public sense i.e. on Social Media. 

You will be communicating with people across all channels so you must love to phone and email, use chat messaging and go crazy on social media.

People need to know we're available whenever they need us, so you'll be replying and interacting with users on Twitter and Facebook on a daily basis.

"I don't like iflix, it doesn't go with my outfit, EXPLAIN YOURSELF!" So, how would you respond to this? If you know EXACTLY what to say (with empathy and always with a touch of humour!) read on:

  • Provide consistent, superior support to every customer by utilizing all available tools and resources (even if that 'tool' is the customer him/herself)
  • Manage and monitor fan interactions in a timely manner with an attitude that's distinctively iflix. We want someone who's fun, someone who is a raconteur at heart - a person that can tell stories in a cool, iflix way
  • Demonstrate the desire and initiative to continue learning new and relevant product and technical information as iflix evolves into a force to be reckoned with.
  • Demonstrate flawless communication skills be it verbal, and most importantly... WRITTEN. We're looking for someone who can interact with users and tend to their every query and demand.
  • Happy to work weekends and evenings.
  • Relationships are important to us, so having very good people skills is non-negotiable.
  • You must be familiar with the online landscape, so you can provide technical solutions and use digital tools to the best of your ability. If you're reading this, it's a pretty good indication that you're comfortable with the Interwebz.

If you think you fit the bill, then we want to hear from you immediately. Drop everything and apply... like, now!

 

About the Company

Imagine being able to access a crazy huge selection of your favorite shows, thousands of hours of TV and movies from all over the globe. Shows from hollywood and Hong Kong, Seoul and Shanghai, Thailand and Tokyo... and imagine being able to watch it wherever you want, whenever you want, 24/7 on your phone, laptop, tablet, TV... whatever... all for less than the price of a pirated DVD.

That's iflix.

We want people who are passionate about movies and TV shows - who have spent weekends binge-watching; who fiddle with systems to get the best audio and video quality; who remember favorite movie quotes and can vigorously debate the virtues of TV characters. Mostly, we want people who are truly passionate about joining our revolutionary cause to redefine how people in emerging markets consume entertainment. We want crazies who see a future that does not exist, and are maniacally-driven to build it.

You can recognize an iflix person a mile away. We're a little different: We color outside the lines, we march to the beat of our own drum. We move freely, and a little faster than the crowd.

We don't hire skilled people and motivate them. We hire already motivated people and inspire them.

*To check out iflix for yourself, you can download the iflix app on the App Store or Google Play and sign up on iflix.com. If you'd like to find out a little more about who we are as a company, download the Tao of iflix on the App Store!

Everjobs is a free platform for Job seekers. If an Employer asks for any kind of payment, reimbursement, or personal financial information, please report this by clicking on the Report Abuse link.