4 jobs found

At Pollen, the support we provide our customers is crucial to the success of the business. Support is a lot more than just answering questions, it’s about exceeding expectations and taking the information provided to use as insights to help Pollen grow. Delivering world-class customer support establishes trust in our community; and trust is at the center of the Pollen experience. As Customer Excellence Manager, you will create and implement service concepts that continually improve the customer experience and help Pollen achieve its strategic goals. Using our new CRM system, you will use data to make insight-led decisions to drive improved performance. In this position you will recruit, train and motivate a team of enthusiastic Customer Excellence Specialists who will be eager to follow your lead. Establishing strong relationships with the Membership , Community, Growth, Program Operations and Client Success; you will represent the voice-of-the-customer and provide the latest customer insight from all our verticals of Music, Travel and Nightlife. Your role will be pivotal to Pollen improving functions across multiple departments. Requirements 2+ years experience in a full-time, customer support role Experience in team management A passion towards the music industry, travel and youth culture What you’ll achieve within 6 months: Hire and train a seasonal team of Customer Excellence Specialists across our product lines measured by hitting our leading KPIs: reduction in average response times; and maintain high customer satisfaction levels (CSAT and/or NPS) with every interaction. Explore and integrate new channels that can be used to enhance the Customer Support function e.g. self-help tooling, online chat, social media etc. As a Customer Service expert, you will blend systems with a personalised human touch. Develop expertise in the tools, processes and policies we currently use and explore opportunities for improvement that would result in improved efficiency and/or customer experience. Create feedback and reporting loops to ensure the voice-of-the-customer is represented across the business and is considered at the forefront of key decisions. Create a culture of continuous improvement by sharing feedback and developing team members in areas that need improvement. Benefits At Pollen we believe in a culture of freedom and ownership. We empower you to work in a way that enables you to deliver the best results. You determine your hours, where you work, the meetings you attend and how much holiday you take in order to be at your best and create the most value. Our benefits include: Flexi-hours! In a world of 9-5s, you can set your own timetable at work and start and finish your day when you want to Working remotely - You can work from home, or from wherever you like, whenever you like Unlimited paid holiday - we want you on top form so when it comes to taking annual leave, we ask you to use your own judgement to determine how much leave you need, and you'll get paid for it Only attend the meetings you want to - you're in charge of your own schedule, and you determine if and when you need to attend meetings Annual trips - We send all our employees on company trips the US and other locations, so you can meet and network with all your colleagues >>> Click on Apply Now to be taken to the application page. 

About BMAT  BMAT started in 2005 when a group of engineers with a passion for music decided to spin-off from an audio research lab in Barcelona. The company started with an idea – to index all the music in the world – and a mission – to better the music eco-system – and a team of nerds eager to learn how to build a successful business. Today the company has grown to more than a hundred people - spread across Barcelona, Buenos Aires, Lima, São Paulo, London, Paris, Oslo, Tel-Aviv, Johannesburg, Singapore, Tokyo and Seoul - that team up to deliver daily 1 million identifications and 3 billion matches to our partners from all over the music industry. Our Culture  We love music. It makes our lives a zillion times better. And we want to give something back to her (yes, to us music is a lady). Make her life easier and her future brighter. We apply our scientific, data-infused brains to tell everyone what music has been played – so that creators get the recognition they deserve. We hear everything everywhere and tell everyone who wants to know. ‘What plays around will come back around’ we say. We believe by helping this happen we can make a positive change in the music ecosystem and enjoy talent for another million years. We are a team of pretty decent people who enjoy working with each other. We’re open-minded and well-traveled, coming from all parts of the world. We like coffee, tea, chai, and mate all the same. We’ve got rappers, producers, cello players, DJs, and songwriters. The passion for music, the excitement for technology and Barcelona as a backdrop has proven to make a good combination. We say there is a BMAT touch. We believe it has to do with being passionate, obsessive, nice, generous, honest, self-motivated, entrepreneurial, intrepid, crazy, extraordinary, creative, agile, human, friendly, smart, witty, talented, naive, optimistic, surprising, sensual, and nerdy, but not very hipster (unfortunately). Job Summary We are looking for a talented Client Manager to lead the Operations of a wide range of clients in the LATAM region. You are expected to perform a transversal role, translating new customers’ needs into technical specifications, planning and delivering excellent services.  You will work inside the Operations team of Broadcast - BMAT’s biggest business line - in close collaboration with the Engineering team. You will have the power and responsibility to put plans and actions into effect. What You Will Be Doing Delivering excellent services and results to clients. Understanding clients’ needs and finding optimal solutions. Discerning the technical capabilities of the tools and the team and translate them to clients. Transforming clients’ challenges into opportunities for growth. Creating better internal processes and leading changes. Developing creative solutions for existing and new clients. All About You +2 years experience in project management, technical account management or client support in technical environments. Experience working remotely. Highly organised, multitasker and with strong attention to detail. Initiative, drive, enthusiasm and entrepreneurial attitude. Excellent decision-making, critical thinking and problem-solving. Passion about listening, asking, understanding and communicating. Love for teamwork and learning. Computer literacy. Be comfortable dealing with a large amount of data and numbers. Knowledge or experience in the music industry is a plus. Fluency in English and Spanish.  You Can Enjoy Full-time remote job. Flexibility on working hours and home office. Possibility to choose your hardware and tools Becoming part of a multicultural and diverse team based in Barcelona obsessed with bettering the music industry. Diverse perspectives bring about challenges and drive innovation, and innovation is kind of our thing. Our open-minded and flexible culture organically fosters this diversity. We've learnt that we thrive on learning from each other, so we don't just welcome but actively hire a range of open-minded people from all walks of life. Our team is made up of people with different backgrounds, perspectives, orientations, abilities, musical tastes, dress sense and time-zones - but we all have one common goal: Making the music world a better place. With equal opportunities for everyone, BMAT is a pretty nice place to work.    >>> Click on Apply Now to be taken to the application page. 

Serato is one of the world leaders in audio software for professional DJs, producers and musicians. World-renowned artists such as DJ Jazzy Jeff, Fatboy Slim, A-Trak, Snoop Dogg, and DJ Snake love our products and use them on a regular basis. We are looking for a highly motivated individual to provide direction, training and oversight of Serato’s international Support department. This includes delivering a provide a best in class experience with key metrics of staff productivity, support NPS, and knowledge base performance. Important elements include supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent, and that staff are well-organized and motivated. Summary of Duties Work with the Chief Marketing Officer to provide direction for the department Provide regular insight for the executive team Drive customer experience improvement initiatives using detailed insight Determine appropriate support resource levels and distribution to meet customer needs Regular and ongoing non-technical training and mentoring of staff Monthly reporting on the effectiveness of the department Essential Skills 5+ years of customer service management experience Good understanding and experience of online and digital channels A strong history of leading, coaching and mentoring staff Proven track record of delivering customer-centric initiatives Knowledge and appreciation of a wide range of music Excellent communication and influencing skills >>> Click on Apply Now to be taken to the application page. 

Front of House Assistant The Job : As a member of the Front of House team you will ensure our guests have an unforgettable experience by delivering the best possible customer service! The job involves a number of roles including working behind the bar, showing guests to their seats, staffing the cloakroom and selling merchandise – it give you great variety and allows you to show off your customer service and team work skills. You: We are looking for proactive, positive, flexible and approachable people. You must have a genuine desire and ability to work with the public in a front line, customer focused setting; and thrive in a very busy environment, maintaining patience and empathy when working under pressure. Previous bar experience is preferred, along with cash handling and customer service experience. You will need to be flexible and be able to work weekday and weekend evenings. Where: You‘ll be based at the venue which is at 45 Queen Caroline Street, Hammersmith, W6 9QH Important Information: Due to the nature of the work, you must be over 18 years old. You must also have the right to work in the UK. When: We will be interviewing on 11-12 February 2020 and you will need to be available to start with us on 2 March 2020. About AEG & Eventim Apollo AEG is one of the leading sports and entertainment businesses in the world. In the UK we comprise of The O2; The SSE Arena, Wembley; Thames Clippers; and AEG Presents which includes the Eventim Apollo and indigo at The O2. Eventim Apollo, Hammersmith is one of London’s major live entertainment venues and one of the UK’s largest and best-preserved original theatres. So why apply? AEG is an exciting and inclusive place to work. We value our employees and inspire them to be the best they can be! We are committed to equality of opportunity for all and our approach to recruitment and selection is fair, open and based purely on merit. Applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. >>> Click on Apply Now to be taken to the application page.