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Bilingual Multimedia Content Agent ~ Scarborough, Ontario ~ Nevian Consulting & Placement Services
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Bilingual Multimedia Content Agent
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The Multimedia Content Agent is responsible for collecting the customer information for the website product and other online products via outbound interviews and consolidating the data into templates. They also need to obtain domain names for customers websites and collect data.

 Responsibilities

A. Gather information for website

  • Set an appointment with the customer in a timely manner to conduct a telephone interview after the website product or other multimedia product has been sold by the sales representative.
  • Gather the information necessary to create the customers website or other multimedia product by establishing contact via telephone with the customer.
  • Guide the customer on the product and processes and answer any questions they may have.
  • Create and validate web domain and account settings.
  • Send a file to the customer which includes all necessary documents for designing the website. Follow up as required.

B. Make recommendations regarding website content

  • Recommend appropriate website model based on pre-established templates.
  • Recommend useful content to be put on the customers website based on their knowledge of the business and the internet environment.

C. Gather information for the other multimedia products

  • Validate the business details (products and services, opening hours, methods of payment, etc.)
  • Set up a shoot date with the client and brief him on the shoot process.
  • Send the proper documentations to the client in order to confirm the appointment and give him tips on how to prepare.
  • Send the Media Portal link and explain the upload process to the client.

D. Follow up with customer

  • Initiate a timely courtesy call to high-end customers to ensure follow-up on the completion of their website or multimedia product.
  • Submit all email addresses to an interface to make sure addresses are linked to the website.

E. Administrative Support

  • Help with clerical work according to services needs.
  • Respond to correspondence from internal and external customers, by phone and in writing.

F. Supporting Calls

  • Support inbound calls being routed from a queue.
  • Provide follow-ups to inbound calls should you be unable to provide first call resolution.
  • Recognize when a call must be redirected to another department and successfully transfer the call.

 Qualifications

  • Bilingual (English/French)
  • Intermediate Word and Excel
  • Advanced communication skills required
  • Post secondary education is an asset
  • 3 -4 years Customer service in a call center using web-based systems. Technical support, website support, or tier 1 support an asset.
  • Attention to details
  • Teamwork
  • Customer service skills
  • Problem solving skills
  • Analytical skills
    • English [Advanced], French [Advanced]


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