10 days old

CX Specialist - LATAM

Discovery Inc
São Paulo, SP 04551-060
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Discovery Inc

Location: So Paulo, So Paulo, Brazil,
Req ID: 27439


The Customer Experience Specialists principal responsibility is to coordinate and manage the Customer Experience set-up for Discovery in the EMEA marketscurrently 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 Discoverys and Discoverys customer-facing voice. Therefore, the successful candidate will need to ensure that their teams responses are professional, friendly and aligns with the brands 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 Discoverys vast catalogue of content on a daily basis.


  • 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 teams 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 departmentensuring those are continually managed and communicated throughout the CX team


  • 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 riskescalating 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


Posted: 2021-09-09 Expires: 2021-10-11

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CX Specialist - LATAM

Discovery Inc
São Paulo, SP 04551-060

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