Full Time Job

Cx Specialist

Discovery

São Paulo, Brazil 09-23-2021
 
  • Paid
  • Full Time
  • Mid (2-5 years) Experience
Job Description
Overview

The Customer Experience Specialist's principal responsibility is to coordinate and manage the Customer Experience set-up for Discovery in the EMEA markets–currently The United Kingdom, Italy, the Netherlands and Spain. In particular, this role will ensure that both the in-house and outsourced aspects of the CX team deliver the highest quality of service while delivering against the agreed KPIs.

The Customer Experience teams are both Discovery's and Discovery's customer-facing voice. Therefore, the successful candidate will need to ensure that their team's responses are professional, friendly and aligns with the brand's tone of voice and company core-values.

As a Discovery team member, you will be part of shaping how millions of users across the globe consume Discovery's vast catalogue of content on a daily basis.

Responsibilities
• Ensure all product bugs and issues are escalated to the right people internally and in a timely manner
• Continuously identify whether existing internal processes and tools could be improved in order to increase day-to-day operational efficiency
• Ensure that the Discovery Customer Experience operation is always staffed according to need
• Provide leadership, training and coaching to the CX agents
• Derive and document actionable insights from the reporting to continuously improve the team's processes and KPIs
• Generate reports for delivery and presentation to other business units and local Discovery stakeholders
• Ensure the FAQ pages are regularly reviewed and up to date with the most current information
• Maintain an internal knowledge base for agents to ensure they are always up to date on technical issues and other important aspects of the services
• A consistent focus on the strategic goals of the department–ensuring those are continually managed and communicated throughout the CX team

Qualifications
• Be a fast learner and identify patterns which could indicate a wider problem
• Digitally savvy. Clear understanding how to navigate, use, and where required, trouble-shooting customer-facing applications (iOS, Android, Web, TV apps, etc.)
• Strong communication and organizational skills. Ability to self-organize, take ownership of a task and drive it through to completion
• Able to build strong relationships with team members at Discovery but also other staff members in our other regional offices around the world
• Able to plan team workloads and work towards tight deadlines
• Proven ability to work well under pressure with a high degree of flexibility and a positive approach
• Strong Customer Experience ethos, committed to quality, with the will and enthusiasm to drive improvements
• Strong analytical skills, understanding of complex issues, the ability to quickly absorb information and creative problem-solving excellence
• Ability to identify and manage risk–escalating and helping to resolve issues as they happen
• As part of an international team, fluent English is mandatory
• A minimum of 3+ years of hands-on practical experience as a manager, team leader and/or trainer for a Customer Experience team
• Be a Zendesk super-user. In particular, for a multi-brand Zendesk instance, is a plus
• Experience on working on high-traffic platforms and websites
• While not required, experience working on a video-on-demand streaming service would be preferred

Jobcode: Reference SBJ-gpj3v4-3-234-211-61-42 in your application.

Company Profile
Discovery

Discovery, Inc. is the global leader in real life entertainment. We serve passionate fans with content that inspires, informs, and entertains, providing leadership across deeply loved and trusted brands, such as Discovery Channel, TLC, Animal Planet, HGTV, Food Network, and Travel Channel.