Customer Support Voice

Disney+ Hotstar is the fastest-growing entertainment brand in India with one of the largest subscription services in the country and millions more accessing quality entertainment that’s available free. Over the past six years, Disney+ Hotstar has been instrumental in shaping how Indians consume their favorite content, migrating audiences at scale from television to a device of their choice.

About The Team

We serve high-quality content to millions of customers across millions of devices, all of which are constantly evolving and changing. As the subscription business at Disney+ Hotstar increases its scale, we plan to add to our existing user base through highly personalized and targeted marketing initiatives.

You will be responsible for the development, administration, and coordination of Customer Service(CS) New hire training, refreshers for the existing CS team, and other continuous learning programs. Responsible for collaboration with, various internal & external stakeholders to create and execute outstanding product and soft skill training for internal teams and Train the Trainers(TTT) programs for our partners in various regions
• Be the PIC to drive the team’s Learning programs and build a strong service culture within the Customer Service team. Be the advocate of Disney+ values and standards for self and team.

Your Key Responsibilities
• Develop and coordinate training programs (online, offline, and coaching) and content plans for various target groups (CS New Hire, Existing CS team training, TTT for Partners)
• Conduct Train the Trainer courses on Products knowledge, process, and systems, etc
• Developing the training plans for soft skills and communications skills(across various lines of service-Emails, chats, social media, and calls) and targeted training on delivering the quality metrics on Customer Support
• Involve coaching teams across multiple Geographies and cultures to localize training
• Conduct periodic training Needs Analysis and develops programs to improve existing CS service levels
• Coordinate training calendar, participation, certification process, etc

What To Bring
• 8-9 years of proven track record in designing and developing training materials
• Deep understanding of adult learning concepts and techniques
• Understanding of contact center technology, processes, and operations
• Strong training /accreditation program design experience
• Advanced presentation, interpersonal, time management, and organizational skills
• Proficiency in using Microsoft products such as Excel, PowerPoint, Word
• Customer-centric and attention to detail
• Ability to work both independently and in a team environment
• A PGDBM /MBA degree from a reputed B-school
• Exposure to Freshdesk (any competitive CRM system), Live chat and digital servicing channels will be an added advantage

OUR VALUES
• We are customer obsessed.
• We are audacious in vision and action.
• We encourage honesty and open dialogue.
• We respect everyone and every point of view.
• We make objective and data-driven decisions.
• We believe trust and accountability go hand-in-hand.
• We invest in each other's growth.
• We bring our A-game and nothing else.
• We take charge and get it done.

THE PERKS
• The glory. Almost too much responsibility.
• No dress code. Unlimited leave. A fun-life balance.
• A ticket on our rocket ship to the moon.

Who We Are As An Employer

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

Who We Are As a Company

Disney+ Hotstar is one of the fastest growing video-on-demand services. Scratch that. We’re Disney+ Hotstar. The go-to destination for over 300 million active users who seek anything from award-winning English shows and movies to regional content to live sports. Basically, those that seek everything. Our mission is to revolutionize internet entertainment through smart personalization, and by building a global video platform that takes over the world wide web and the whole wide world.

#Non-tech