About the job
Join our dynamic Peacock customer support team as a Customer Service Representative. In this role, you will be the primary contact for Peacock viewers across various social media platforms, chat, email, and more.
Key Responsibilities:
Deliver exceptional customer service support to viewers through multiple channels, including social media, phone, email, and chat.
Expertly manage social media platforms by crafting engaging and creative responses to customer inquiries, both publicly and privately.
Ensure high customer satisfaction ratings by adhering to the criteria set by our organization.
Act as the first point of contact for technical issues, outages, and escalations related to broadcast viewing or digital streaming.
Develop deep knowledge of all Peacock platforms, including mobile applications, websites, TV apps and devices, and broadcast services.
Troubleshoot technical issues on various device applications to guarantee smooth streaming experiences for our viewers.
Maintain accurate and up-to-date customer account and billing information using CRM and billing software.
Participate in daily workflow processes and utilize operational metrics to monitor performance and ensure timely service delivery.
Engage in quality assurance programs to consistently deliver a high level of accuracy and customer support, with NPS as the primary metric.