Customer Success Representative For Spotify

We are now representing Spotify and they are looking for qualified candidates for the role of Customer Success Representative

Scope of Responsibilities

• Provide first level support to unmanaged advertisers placing ads via Ad Studio.
• Manage all queries, requests and feedback received via chat to ensure a timely resolution and an overall positive client experience.
• Use critical thinking to craft thoughtful and bespoke responses to customer queries, and supplement with templated responses when needed.
• Identify sales opportunities that can either be passed onto our Sales team, or provide support yourself by acting as a consultative partner who thinks outside the box.
• Command & convey key Ad Studio product knowledge to advertisers with accurate detail.
• Leverage internal systems to log issues and escalate technical queries to our internal support teams.
• Work occasional ad hoc support tasks outside of the general chat queue.
• Set eligible advertisers up on invoicing and submit ICR’s when required.
• Identify fraudulent activity and take action to mitigate risk.
• Assist with general billing queries and process refunds for eligible advertisers.

Qualifications

• An experienced chat Customer Success Representative with a minimum of 1 year experience in a similar role
• Quick learner with excellent attention to detail.
• Critical thinkers who can craft bespoke responses and does not fully rely on templated responses.
• Has an interest in advertising and marketing.
• Highly motivated, proactive, and adaptable to change.
• Excellent troubleshooting and problem-solving skills.
• Team player with ability to work as an individual.
• Strong written and verbal communication skills
• Flawless written communication skills. English C2
• Prior experience with Salesforce case management is a plus.