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Multimedia Content Agent - 6 months contract

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Information Technology & Digital Media
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014378 Requisition #

Colleagues you’ll love.
A dynamic and collaborative workplace where you can contribute to our story.
An access to over 6,000 free courses for your continuous development and career growth.
Comprehensive benefits from day one. 

 

This is the #YPLife and what working at YP is all about.

 

What is a Multimedia Content Agent at Yellow Pages?

 

Want to contribute to the development and prosperity of local small and medium-sized businesses? Welcome to Yellow Pages! As a Google Premium Partner and Facebook Marketing Partner, Yellow Pages is a leader in digital marketing for companies across Canada.


The Multimedia Content Agent is responsible for answering inbound calls for the MCA general and warm transfer lines within established SLA agreements for website, video and all new Presence products for Starter, Essential & Pro. The inbound tasks include, but are not limited to, help customers navigate to our Business Centre for any Presence product features and or self-serve requests (Google claiming, Assistance Requests, Syndication, Deal Creations). Confirms pricing for any Add-On products associated to Presence Pro (Montage or Custom video, Photo shoots, Domain Name and Email Packs) generating milestones per product Add-On and notifies Sales if revenue needs to be added to the contract (i.e. call from customer directly vs. Sales WT). The Multimedia Content Agent must have a thorough level 1 understanding and ability to diagnose domain name needs (new, manage your own or let us manage it for you), purchasing domain names & emails as required using DET/MCT for any Presence Pro products. The Agents are also responsible for working emails from the multimedia general email folder and cases via case management for 1st call resolution if possible and/or routing to appropriate resolution team. The responsibilities of the Multimedia Content Agent are a critical piece to creating and maintaining a positive end-to-end experience with our Advertisers and MACs for the new Presence product portfolio suite.

 

Main Responsibilities

 

Gather information for Presence Products or Add-On Products

 

  • Have a thorough understanding of all Presence Starter, Essential, Pro and Add-On products and be able to confirm pricing and assist customer by directing them to the Business Centre for self-serve requests.
  • Confirm the product, pricing, timeline & processes with the customer and answer any questions they  may have.
  • Create and validate web domain and account settings. (if existing DN to be transferred with Presence Pro product)
  • Purchase Domain Names and Email using DET upon request.
  • Request Add-On products and notify Sales if revenue needs to be added to the contract (i.e. WT to Sales or Query) if request from customer vs. MAC.
  • Send a file to the customer which includes all necessary documents including confirmation of milestones for any Add-On product requests (Video, Email packs, Domain Names, Photo Shoot etc).
  • Provides first level technical guidance on web domain procedures, account settings and explains content upload procedures as required using CUT.

Gather information for the other multimedia products

  • Set up a shoot date with the client and brief him on the shoot process. (Photo, Videos)
  • 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. (CUT)
  • Provide assistance for self-serve on Business Centre (Profile Updates, Assistance Requests, Deals Creation etc.)

Administrative Support

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

 

 

 

Why should you apply for this Multimedia Content Agent position?

 

  • We bet on everyone potential rather than pressure management
  • We offer paid training, flexible benefits package on your first day, a casual environment where you can wear jeans
  • We continually develop skills and team cohesion
  • We distinguish the most beautiful achievements by awarding prizes or recognition programs
  • We propose to our employees to advance in their career according to their expectations
  • Flexible work schedule

 

What do you need to be a Multimedia Content Agent at Yellow Pages?

 

Education and experience

 

  • High School Diploma
  • Between 3-4 years of experience
  • Customer service in a call center using web-based systems. Technical support, website support, or tier 1 support an asset.
  • Computer skills: Word, Excel, Windows
  • Typing skills: 40 words per minute
  • Billingual

 

Soft skills:

  • Strong communication skills.
  • Customer focus.
  • Teamwork.
  • High sense of professionalism.
  • Strong ability to adapt to change.

 

You are ready to join the Yellow Pages adventure as a Multimedia Content Agent at Yellow ? Send us your resume right now!

 

 

 

About Yellow Pages

 

 

 

We’ve been in the game since 1908 and we continue to transform to offer our 229 000 clients the best possible products and services. We foster business relationships between Canadian small-to-medium businesses and their prospective customers. We do this by providing tailored, locally-relevant digital media and marketing solutions designed with both in mind. Over 73% of our revenue is generated by digital solutions.

 

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