Objective: The Customer Service Assistant will manage the inbox for licensor inquiries, ensuring a friendly and professional tone in all communications. This role is critical to streamlining licensor onboarding and facilitating the content ingestion process.
Key Responsibilities:
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Respond to Emails:
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Address inquiries promptly and courteously.
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Provide clear and concise instructions based on the type of content submission (YouTube, Google Drive, Dropbox, or Hard Drive).
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Follow the EA Layer Process:
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YouTube: Add YouTube submissions to the Channel Ingestion Dashboard.
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Google Drive: Log submissions in the Google Drive Ingestion Log.
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Dropbox: Log submissions in the Dropbox Ingestion Log.
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Hard Drive: Send the licensor a Google Form link for hard drive submissions: https://forms.gle/KUnk2h26banLvejF8.
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Escalate Complex Issues:
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Flag any inquiries or issues that require more information or clarification.
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Escalate to the appropriate team member with a summary of the situation.
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Maintain Records:
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Ensure all submissions and interactions are accurately documented in the relevant logs or systems.
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Ensure Licensor Satisfaction:
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Be approachable, patient, and proactive in helping licensors resolve any concerns.
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Tone and Style:
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Helpful: Offer solutions and next steps for every inquiry.
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Friendly: Use warm and positive language.
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Professional: Maintain clear communication and attention to detail.
Training and Support:
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Initial training will be provided on using the Channel Ingestion Dashboard, Google Drive Ingestion Log, Dropbox Ingestion Log, and other tools.
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A FAQ document and escalation protocol will be available for reference.
Success Metrics:
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Response time to emails within 24 hours.
Tools and Resources:
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Email platform.
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Access to Channel Ingestion Dashboard, Google Drive Ingestion Log, Dropbox Ingestion Log.
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Google Form link for hard drive submissions.
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Training materials and FAQ document.