Tier 2 Customer Care Agent

Summary

Join Fubo as a bilingual (Spanish and English) Customer Care representative! This remote contractor position, based in the Dominican Republic, requires handling customer inquiries via phone, email, and social media, resolving billing, technical, and social media issues. You will need experience in advanced customer care, social media management, and excellent communication skills. The role demands consistent attendance, working weekends, and shift rotation, including overtime and holidays. You must provide your own computer and reliable internet connection. Fubo offers a chance to contribute to a growing global platform.

Requirements

• High school diploma or GED equivalent
• Ability to speak, read, and write professionally in both English and Spanish
• Experience handling advanced customer care contact contacts escalation from Tier 1 agents
• Experience with social media platforms, managing posts, and engagement
• Excellent interpersonal skills
• Ability to identify and meet customer's needs and requirements
• Exceptional phone and customer service skills
• Punctual, regular, and consistent attendance is required
• Excellent telephone etiquette, verbal, and written communication skills
• Must be self-motivated with a demonstrated ability to work independently in a fast-paced environment
• Ability to establish and maintain effective relationships with customers
• Strong team and interpersonal relationship skills conducive to team development
• Ability to work independently, make judgment decisions, and demonstrate consistent follow-through
• Very strong written and verbal communication skills are required
• Exercises good judgment in decision-making to routinely deliver exceptional customer support at all times
• Must provide up to date computer/laptop (No Chromebook), and Reliable internet connection
• Must be available for the weekend (Saturday & Sunday) hours
• All Call Center representatives work on a shift basis, and as such will be required to periodically rotate shifts and regular days off
• All customer care representatives must be willing to work all shifts, overtime, holidays, and emergency shifts as required

Responsibilities

• Deliver world-class support and build customer satisfaction and loyalty by handling all inquiries regarding Fubo’s service and customer subscriptions over the phone and online (via email and social media)
• Provide effective and timely resolution of a range of customer inquiries from billing, technical, and social media
• Strive for a one-call resolution of customer issues
• Complete ongoing training to stay abreast of product, service, policy changes, and technical issues relevant to our users