CX Specialist

Job Description

Overview

Customer Experience Specialist, Singapore

About Discovery:

Discovery is the world's leading non-fiction media company with a reach of three billion viewers in 220 countries.

The Direct to Consumer (DTC) group is an Engineering company within the Discovery brand. DTC's engineering teams build applications for Web, Mobile, Connected TVs and Consoles/STBs covering features like Search, Playback, ML driven Recommendation, Subscriptions, Payments etc. We are building a Global Video Streaming Platform to support a broad collection of Discovery's brands (Discovery, TLC, Motor Trend, Golf TV, Food Network, Eurosport, and many more) including the recently launched Discovery+. These applications are powered by a fleet of cloud-native microservices for Content Ingestion, Metadata processing, Video encoding & Ad Tech platform on AWS containers & serverless-compute.

Responsibilities

Meet Our Team:

we're recruiting a Customer Experience Specialist for Discovery In Singapore for the APAC market; part of the central Discovery team based in Europe.

The Customer Experience Specialist's principal responsibility is to coordinate and manage the

Customer Experience set-up for Discovery in the APAC markets–currently in the philippines. In

particular, this role will ensure that both the outsourced aspects of the CX team deliver the highest

quality of service while delivering against the agreed KPIs.

The Customer Experience teams are 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.

Roles & 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

What to Bring:
• 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 ofa 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.

What We Offer:
• A Great Place to work
• Equal opportunity employer
• Fast track growth opportunities
Our Values:

Discovery is governed by our eight guiding principles:

We Are... One Team, Creative Dreamers, Doers. Consumer Obsessed. Global, Quick & Agile, Purposeful and We Do the Right Thing

Discovery's Guiding Principles define the distinctive character, spirit and attitude of our organization. They inspire how we design our future and recruit talent.

Diversity & Inclusion:

Disclaimer: Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including but not limited to all local Fair Chance Ordinances.

Jobcode: Reference SBJ-gmv6k6-3-138-125-2-42 in your application.