CS Ops Coordinator – Contract
Customer Service | Job ID 2376311JOB SUMMARY
Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.
ABOUT THIS ROLE
This 6 month contract will support knowledge management (KM) and escalations of our customer service operations for Audible based out of India reporting to Audible APAC CS regional lead. You will spend 50% of your time focused on CS Knowledge Management and 50% in supporting AU/IN BOT/T3 escalations. The main focus will be on local requests for AU/IN to provide exceptional and constantly improved self-service experience for our customers. You, with deep local insights, will also closely partner with global KM/BOT/T3 team in Berlin and Newark to achieve and maintain highest service quality and standards set globally. This is a 6 month contract position.
ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid
Key job responsibilities
As a CS Ops Coordinator, you will...
ABOUT THIS ROLE
This 6 month contract will support knowledge management (KM) and escalations of our customer service operations for Audible based out of India reporting to Audible APAC CS regional lead. You will spend 50% of your time focused on CS Knowledge Management and 50% in supporting AU/IN BOT/T3 escalations. The main focus will be on local requests for AU/IN to provide exceptional and constantly improved self-service experience for our customers. You, with deep local insights, will also closely partner with global KM/BOT/T3 team in Berlin and Newark to achieve and maintain highest service quality and standards set globally. This is a 6 month contract position.
ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid
Key job responsibilities
As a CS Ops Coordinator, you will...
- Support with Hindi KM requests to improve flow of organizational knowledge to customers and agents
- Support in delivering high quality content for customer-facing and agent-facing material through writing, audio and video
- Partner with global KM team for support as necessary to meet IN business needs.
- Localize English Help Center content to Hindi
- Own Hindi reporting and content analysis to continuously improve effectiveness of Hindi content.
- Liaise with other global KM team, BoT and Tier3 members for support as necessary during to support assessing IN and APAC regional business needs.
- Be the ticket escalation point for APAC region (preferably IN and AU)
- Strong business partner to collaborate with Marketing, Content, PR, design and other IN or APAC business teams to support external communication strategy and drive improvements as well as in novation initiative
- Effectively partner and build productive working relationships with peers, leadership, and other cross functional groups
- Sets up processes to keep internal organizational knowledge and communication flow fresh and healthy and continuously improves communication flows
BASIC QUALIFICATIONS
- Required language skills: Hindi native level and English business level both oral and written
- Experience with localization processes and tools
- Ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment
PREFERRED QUALIFICATIONS
- Excellent interpersonal, written, and oral communication skills
- Strong business acumen and collaborative partnering skills
- Ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment
- Cultural awareness and flexibility to work with global teams
- Experience in functional improvement areas like knowledge management, training, Tier3, BoT and QA