17 days old

CX Manager LATAM

Discovery Inc
São Paulo, SP 04551-060
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  • Job Code
    146214975
Discovery Inc

Location: So Paulo, So Paulo, Brazil,
Req ID: 27029

Overview

This role will lead the CX operations team for the LatAm region and reporting into the central Customer Experience team. You will help customers solve issues they encounter with our products in a timely and practical manner, whether customers are using mobile, tablets, web, connected TV, voice, or other emerging technologies.You and your team will identify the root causes of customer problems, drive timely resolution, and use those insights to drive systematic improvements and delightful customer experiences within the direct-to-consumer and B2B2C products. They will use insights and data to build and drive intuitive, automated, and self-service solutions that make it easy for customers to get the help needed when they need it, with as little friction as possible.

Responsibilities

  • Takes ownership of strategies in order to reach and exceed performance objectives
  • Implement a continuous improvement culture
  • Actively seeks solutions and provides trends & feedback to the Customer Experience Director and Senior Management Team to drive technology and operational improvements; interface effectively with internal development teams and service owners
  • Regularly liaise with product, marketing, legal, in order to capture and implement business requirements
  • Maintains efficiency of existing communication channels and work with Customer Experience Director to develop new ways to automate support
  • Functions as an authority for operational policies, procedures, and services
  • Functions as an authority and escalation point for the Customer Service agencies and vendors
  • Analyses volume of contacts for team and works with the Workforce specialist to direct workflow accordingly
  • Manage and keep the department budget
  • All other duties and special projects as assigned

Qualifications

CX Managers are responsible for cultural fits, brand identity consistency, sharing product updates, performance reports to stakeholders, agency management and budget management.

This person will make data-driven decisions, have an insatiable curiosity, build for scale, and obsess about the customer. They will relentlessly investigate defects and poor customer experiences to identify the root cause and determine how to improve the customer experience. They are a leader that the team loves to work with because they inspire, develop, and care for their team members.

  • Minimum 5-year experience in Customer service with at least 3 years in a manager position
  • Demonstrates timely, accurate and professional customer service. Maintains a positive and professional demeanour and portrays the company in a positive light
  • Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service
  • Experience with multi-channel and multilingual environments: Email, chat, phone, Social Media, App store reviews, Trustpilot, Bots and AI
  • Previous experience with call centres and vendors
  • Fluent in English any additional language desired
  • Excellent organisation and prioritisation skills
  • Knowledgeable on CRM systems Zendesk ideally
  • Track record of efficient budget management
  • Excited and motivated by change, multi-tasking and fast paced environment
  • Ability to motivate and inspire large groups of people is a must
  • Ability to address areas of underperformance with a structured plan
  • Confident with Excel, PowerPoint and GSuite
  • Available for travelling 3 or 4 times per year






PI146214975

Posted: 2021-09-04 Expires: 2021-10-06

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CX Manager LATAM

Discovery Inc
São Paulo, SP 04551-060

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