Customer Service Specialist, Wondery - Heredia, Costa Rica - Amazon Support Services Costa Rica SRL - B20

Amazon Support Services Costa Rica SRL - B20

Empresa verificada

Heredia, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

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Descripción

Experience as a B2C Customer Support Specialist or similar Customer Service role in a digital subscription-based business

Experience using help desk software and remote support tools, such as Intercom or Zendesk
Experience using payment and billing software, such as Stripe

Key job responsibilities

Monitor and respond to app reviews, with responses being completed within 3 hours of receipt during business hours; update review responses when bugs are resolved and new requested features are launched
Monitor and respond to highpriority inquiries on weekends and holidays within 24 hours, as necessary, in coordination with your manager
Triage and respond to billing disputes in a timely manner, in all cases before the dispute due dates provided by the card issuer
Promptly report any product malfunctions to the Product and Marketing teams
Gather customer feedback and share with our Product and Marketing teams
Share feature requests and effective workarounds with other customerfacing team members
Provide weekly reports to management on customer service volume and trends
Inform customers about new features and functionalities
Create and maintain customerfacing FAQs, videos and other support materials
Various special projects related to hygiene of customer records in our systems
Other duties, as assigned

About the team
Wondery, an Amazon company, is a premium podcast studio known for character-driven, binge-worthy stories including Dr. Death and Business Wars, and distribution of hit partner shows Morbid and How I Built This. Wondery was behind eight of the "Top 25 New Shows of 2021", according to Podtrac. Over 50 shows from Wondery have hit #1 on Apple Podcasts including Scamfluencers and Twin Flames. Many Wondery podcasts have been adapted for scripted television or streaming series including Peacock and Apple TV+. Wondery has gained critical acclaim and commercial success for its immersive approach to sonic, emotionally driven storytelling.

Heredia, H, CRI