At arenaflex, we're revolutionizing the way people consume live TV streaming. With a mission to build the world's leading global live TV streaming platform, we're committed to delivering the greatest breadth of premium content and interactivity. Our platform operates in the U.S., Canada, France, and Spain, with a growing technology center in Bangalore, India that's developing strategic product and technology features for the global arenaflex platform.
We're rapidly growing in employees, subscribers, and content offerings, and we need your help taking us to the next level. arenaflex is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
**About the Role:**
This is a remote contractor position in the Dominican Republic, and we're seeking a bi-lingual (Spanish and English) Customer Care representative to deliver world-class support and build customer satisfaction and loyalty. As a Tier 2 Customer Care Agent, you'll handle all inquiries regarding arenaflex's service and customer subscriptions over the phone and online (via email and social media). You'll be a resourceful and attentive individual who can best use all your tools and technologies to help resolve customer service issues.
**Key Responsibilities:**
* Handle all customer inquiries regarding arenaflex's service and customer subscriptions over the phone and online (via email and social media)
* Provide effective and timely resolution of a range of customer inquiries from billing, technical, and social media
* Strive for a one-call resolution of customer issues
* Complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users
* Use all available tools and technologies to help resolve customer service issues
* Establish and maintain effective relationships with customers
* Work independently in a fast-paced environment to meet customer needs and requirements
**Education and Technical Requirements:**
* High school diploma or GED equivalent
* Ability to speak, read, and write professionally in both English and Spanish
* Experience handling advanced customer care contact contacts escalation from Tier 1 agents
* Experience with social media platforms, managing posts, and engagement
* Excellent interpersonal skills
* Ability to identify and meet customer's needs and requirements
* Exceptional phone and customer service skills
* Punctual, regular, and consistent attendance is required
**Knowledge, Skills, and Abilities:**
* Excellent telephone etiquette, verbal, and written communication skills
* Must be self-motivated with a demonstrated ability to work independently in a fast-paced environment
* Ability to establish and maintain effective relationships with customers
* Strong team and interpersonal relationship skills conducive to team development
* Ability to work independently, make judgment decisions, and demonstrate consistent follow-through
* Very strong written and verbal communication skills are required
* Exercises good judgment in decision-making to routinely deliver exceptional customer support at all times
**Other Requirements:**
* Must provide up-to-date computer/laptop (No Chromebook), and Reliable internet connection
* Must be available for the weekend (Saturday & Sunday) hours
* All Call Center representatives work on a shift basis, and as such will be required to periodically rotate shifts and regular days off
* All customer care representatives must be willing to work all shifts, overtime, holidays, and emergency shifts as required
**What We Offer:**
* Competitive compensation package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including health insurance, retirement plan, and paid time off
* Flexible work arrangements, including remote work options
**Why Join arenaflex:**
* arenaflex is a rapidly growing company with a strong mission and vision
* We're committed to excellence through diversity and inclusion
* We offer opportunities for career growth and professional development
* We're a collaborative and dynamic work environment
* We recognize and reward outstanding performance
* We offer comprehensive benefits package and flexible work arrangements
**How to Apply:**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
**Note:** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve.
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