Customer Experience Lead Agent

hace 3 semanas

Madrid, España WarnerMedia A tiempo completo

**_Every great story has a new beginning, and yours starts here._**

**_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._**

**Who We Are **

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s next

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

**Your New Role**

Warner Bros. Discovery is looking for a proactive individual with the ability to become expert on the Spanish market and it’s customers.

As a Customer Experience Lead Agent your main task is to be the link between the customer service department and the local Spanish department. Each country offers a unique experience for their customers and you will become an expert and the go-to person for the customer service team. You will join of a dynamic team of other Customer Experience Lead Agents who are responsible for other markets in Europe.

**Please note - this is a 6 month fixed-term contract.**

**Your Role Accountabilities**
- Point of contact and responsible for communications between the customer service team and the Spanish department.
- Reviewing responses to customers and making suggestions for improvement
- Reviewing ticket queues
- Identifying and reporting on trends/issues.
- Point of contact for advanced support teams.
- Write and update FAQs for the website and agents. Ensuring information is always correct and up to date
- Analyze and create weekly reports on the Spain market for senior stakeholders.

**Qualifications & Experience**
- Proactive and service minded - ability to work independently and takes ownership.
- Native Spanish language skills and fluency in English is required. Additional European language is a plus
- Understanding of local nuances
- Is particular about grammar and spelling
- Has a good understanding of technology - preferably experience with customer services databases.
- Written customer service experience in Spanish is a bonus

**How We Get Things Done**

**The Legal Bits

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