Key Responsibilities
- Support the creation and execution of the digital customer support operations and strategy across the entire beIN APAC business and to be in tandem with the organizations’ global and regional strategy and leadership.
- Achieve creative excellence through understanding, defining and optimizing the consumer journey and experience across all beIN APAC digital solutions.
- Own and manage customer satisfaction and touchpoints across various digital and social media platforms.
- Craft, manage and lead multi-level 24x7 support tiers with internal and external stakeholders to constantly and timely manage responses to users having issues with our digital products, troubleshoot areas of problems across the technology stack, and continual drive to monitor, track, identify, resolve and improve user experience and enhance product features and processes.
- Develop and conduct product training for customer service agents, ensure they have up-to-date information about Standard Operating Procedures (SOP), our digital products and beIN APAC business.
- Lead and own related tasks to improve customer service & ticketing management workflow. Analyse alternative tools, customer contact channels, and other related product updates for service improvements and initiate & follow through the development process once business has agreed.
- Keep the FAQs and internal knowledge base in the Help Centre up to date.
- Support all digital product user experience report definitions, measurement, collection and analysis of customer behaviour journey and business services across our digital products to improve product experience and drive revenue. Regular reports to management to recommend improvements on the customer journey and experience and service enhancements.
- Manage all client meta-data as well as customer assets and inventory, including EPG integrity on clients, playlists, promotional voucher codes, subscription information, payment transaction reports, and user-reported requests for changes or trouble tickets.
- Manage operational project schedules, timelines, milestones, stakeholders and provide regular reports to management and relevant stakeholders on risks and dependencies
- Support anti-fraud and anti-piracy strategies and technologies including watermarking, fingerprinting, detection, and work with legal and broadcast teams for automation, piracy mitigation strategies, technology deployment and legal take-downs.
- Be a proactive and contributing member of a team to conceptualize and deliver digital programs, operations, and channels driven by state-of-the-art technologies, including AI/ML, chatbots and other creative tools to align with opportunities identified through consumer insights, market trends, and feedback or organizational goals.
- Build and maintain strong relationships with internal and external stakeholders, customers, suppliers across Asia.
- Keep abreast of competitive and industry trends in the digital space to evaluate beIN’s competitive edge in regional markets.
Requirements
- Familiarity with Customer Support system, e.g. Zendesk or other CRM & ticketing management systems.
- A good command of spoken and written English.
- Conversant with another Southeast Asian language, e.g. Indonesia Bahasa or Thai.
- Experience with using video-streaming services on various platforms such as web browsers, mobile, and connected TV apps is an advantage.
- Able to work late nights, early mornings and/or weekends when required.
