Job Description
Customer Support Specialist (Categoria Protetta L.68/99)
BOLOGNA OR REMOTE (ITALY)
CONTENT CURATION
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.
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.