2 дня назад
CS Nordic Operations Specialist (Streaming)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
CS Nordic Operations Specialist (Streaming): Driving day-to-day customer service operations across the Nordic region by managing BPO performance, coordinating operational priorities, and improving customer experiences with an accent on KPI analysis, customer insights, and GDPR-related processes. Focus on coordinating incident response, resolving complex customer cases, and turning operational data into actionable improvements across products, processes, and communication.
Location: Stockholm, Sweden office
Company
provides streaming services, radio networks, and TV channels to millions of customers.
What you will do
- Lead day-to-day Customer Service operations and serve as the main operational contact between Viaplay and the BPO provider.
- Coordinate operational priorities, changes, campaigns, product launches, content events, instructions, and customer communications.
- Monitor BPO performance against service levels, quality standards, and customer-experience targets, tracking satisfaction, response times, resolution rates, contact volumes, and backlog.
- Analyse customer feedback, contact reasons, and operational data to recommend improvements to processes, communication, and products.
- Coordinate Customer Service activities during incidents, including BPO communication, agent instructions, customer messaging, edge cases, and post-incident follow-up.
- Own Customer Service GDPR-related processes, routines, and performance within the role’s scope.
Requirements
- At least 3 years of experience in Customer Service Operations, Customer Experience, BPO management, or a similar role.
- Strong stakeholder management, coordination, communication, and relationship-building skills.
- Strong analytical skills and the ability to work with large volumes of data and turn insights into actionable improvements.
- Excellent English and at least one Nordic language are required.
- Relevant higher education or equivalent professional experience.
Nice to have
- Experience in streaming, media, subscription services, telecom, or e-commerce.
- Experience with CRM, contact-centre, or reporting tools.
Culture & Benefits
- 30 days of paid vacation per year.
- Pension and insurance scheme.
- Generous parental leave pay.
- Wellbeing initiatives and wellness allowance.
- Learning and upskilling opportunities.
- Unlimited access to Viaplay content, including series, viewing events, movie rentals, and linear channels.
Hiring process
- Apply with a CV and optionally include a LinkedIn profile.
- Questions about the position are welcomed through the application process; applications are not accepted by email.
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