Client Support Representative EN - EU Department

Mood Media (TSX:MM / LSE AIM:MM), is one of the world’s largest designers of instore consumer experiences, including audio, visual, interactive, scent, voice and advertising solutions. Mood Media’s solutions reach over 150 million consumers each day through more than half a million subscriber locations in over 40 countries throughout North America, Europe, Asia and Australia. Mood Media Corporation’s client base includes more than 850 international brands in diverse market sectors that include: retail, from fashion to financial services; hospitality, from hotels to health spas; and food retail, including restaurants, bars, quick-serve and fast casual dining. The Client Service & Support team is the key point in the interaction with our clients. This position requires handling calls and emails from the clients, resolving product and service problems. JOB REQUIREMENTS • Offering Mood Media clients an excellent customer experience by answering their requests with a high quality and timely response and by showing a pro-active attitude when it comes to problem solving • Take in charge new incidents (inbound calls, emails), raise them into the ticketing system and then provide support following troubleshooting procedures and using specific applications • Follow up on pending incidents (call back the clients, communicate with the internal departments on escalated issues) • Provide the clients with information regarding the status of their incidents • Report technical problems, entering data and providing information with high degree of integrity