Qureos Mentor

Getty Images

<div><p>This Service Operations Associate role is ideal for someone who is highly motivated, organized, detail-oriented, and eager to learn, supporting day-to-day Customer Service operations. This role will work closely with the Director of Customer Service Operations in this fast-paced position that requires multitasking and offers opportunities to contribute to Customer Service content management for AI-solutions, user acceptance testing, and administrative support, helping drive efficiency and elevate the Customer Service agent and customer experience.</p>
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Your Next Challenge:
</b></h3><ul><li><b>Customer Service Content Management</b>
<ul><li>Monitor AI-grounded chatbot and AI agent interactions and performance metrics to identify trends and suggest content opportunities based on supporting data.</li>
<li>Support maintenance of content owned by the Customer Service Operations team to identify content gaps, provide suggestions on how to improve accuracy and understanding of process, product, and policy information for CSAs, chatbots, and AI agents.</li>
<li>Track, manage, and publish Customer Service content, e.g., Quick Texts, Email Templates, External FAQ Articles, etc., to ensure current and accurate information as it aligns with go-to-market releases.</li>
</ul></li><li><b>User Acceptance Testing (UAT)</b>
<ul> <li>Provide assistance in testing Salesforce workflows, tools, and enhancements across Customer Service channels using established UAT methodologies.</li>
<li>Provide assistance in evaluating AI-driven solutions and automation (including chatbots and AI agents) to ensure accuracy, usability, and alignment with content and customer experience standards.</li>
<li>Provide input on identified Customer Service issues and help the Customer Service Operations team validate fixes released by the technology team.
</li><li>Provide feedback on usability and functionality on Salesforce workflows and enhancements from a frontline customer support perspective.</li>
</ul></li><li><b>Customer Service Communication &amp; Readiness</b>
<ul><li>Provide assistance in drafting, reviewing, and publishing internal communications, e.g., Slack, SharePoint, etc., to the global Customer Service team regarding upcoming launches, tests, and operational changes.</li>
<li>Support the Customer Service Operations team in helping to ensure frontline teams are informed and prepared for new tools, processes, and business updates.</li>
</ul></li><li><b>Enablement &amp; Go-to-Market Cross-Functional Partnerships</b>
<ul><li>Assist the Customer Service Operations team in identifying training needs and gaps for the Customer Service team based on operational changes and frontline customer support feedback.
</li><li>Assist the Director of Customer Service Operations in the go-to-market cross-functional planning to align Customer Service strategies with the overall customer experience.</li>
</ul></li><li>Other duties as required</li>
</ul><h3 class="jobSectionHeader"><b>What You'll Need:
</b></h3><div><ul><li><p>Bachelor&rsquo;s degree or equivalent experience.</p>
</li>
<li><p>1-2 years of experience in Customer Service or operations role.</p>
</li>
<li><p>Strong written and verbal communication skills, with the ability to communicate effectively to convey status and issues to cross-functional teams to drive solutions.</p>
</li>
<li><p>Possesses strong problem-solving skills to tackle challenges.</p>
</li>
<li><p>Demonstrated experience using Salesforce or equivalent CRM system.</p>
</li>
<li><p>Proficient use of MS Office (Word, Excel, PowerPoint).</p>
</li>
<li><p>Self-motivated and proactive, adept at learning new systems, tools, and skills.</p>
</li>
<li><p>Basic analytical skills to gather, interpret, and assess data to draw conclusions, solve problems, and make data-driven decisions.</p>
</li>
<li><p>Ability to work cross-functionally and manage multiple priorities in a fast-paced environment.</p>
</li>
<li><p>Eagerness to learn and grow within a technology-enabled customer service organization.
</p></li></ul></div><div><b>There&rsquo;s a story in every picture, a narrative in every frame.</b></div><div>
We believe in the power of visuals. As a leading visual content creator, our three brands&ndash;Getty Images, iStock, and Unsplash&ndash;offer a full range of content solutions to meet the needs of any customer, whatever their size, location, or budget. Whether the goal is commercial or philanthropic, revenue-generating or society-changing, market-disrupting or headline-driving, our visuals help any brand, business, or organization communicate more effectively with their target audience and urge them to action. In other words, we know how powerful an image or video can be&mdash;and that it can move the world.</div><div>
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Working at Getty Images</b></div><div>
Our goal is to be one of the best places to work globally, which means we&rsquo;re dedicated to providing experiences and resources that allow you to do your best work. Foundational to our culture are our Leadership Principles, which are the shared values that guide how we come together to do our work. We raise the bar and collectively bring solutions while exercising trust, transparency, and care. We actively reject biased behavior and are inclusive of different voices, perspectives, and experiences. We focus on our customers and deliver on our commitments and commercial goals.</div><div>
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We foster a collaborative and supportive environment that prioritizes delivering results efficiently and using time wisely, so that all employees can achieve balance between commitments to the company and health and well-being in our lives. We value the importance of rest and recovery ranging from company-paid holidays to time away from work.<b> </b>Our flexible time off policy is above industry standard. We offer premier benefits with options including above-market competitive medical, dental, vision, health plan savings accounts, life and disability plans, global employee assistance programs, legal, pet, home, and auto coverage at preferential group rates and discounts, as well as retirement and financial education and tools. Full-time employees working at least 25 hours per week are eligible for these programs and health benefits on the 1st of the month following their date of hire.
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</div><div>Getty Images Holdings, Inc is a publicly traded company, and its common stock is listed on the New York Stock Exchange under the symbol &quot;GETY&quot;. You may be eligible to participate in our Employee Stock Purchase Plan, which allows employees to purchase company stock at a 15% discount to market.</div><div>
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Our employees&rsquo; growth, development, belonging, and engagement are important investments. We offer learning experiences ranging from leadership development, diversity and inclusion training, mentoring programs, a high potential program, and professional and skills development. We prioritize staying connected in our hybrid-working world and encourage participation in global morale events and local gatherings, as well as finding community in one or more of our Employee Resource Groups. Learning about our business is paramount, and our open and transparent culture means you&rsquo;ll have direct access to experts and senior leaders via open forums, all hands, and content hours.</div><div>
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Getty Images believes that diversity is critical to our success in moving the world and is committed to creating an inclusive, mutually respectful environment that celebrates diversity. We seek to hire based on merit, competence, performance, and business needs. Getty Images is an equal-opportunity employer.</div><div></div><div><br>
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.</div></div>

Customer Service Operations Associate

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Customer Service Operations Associate