Customer Experience Senior Specialist

hace 4 semanas

Ciudad de México, Ciudad de México 332 Discovery Networks Mexico S. de R.L. de C.V. A tiempo completo

Job Summary:

We are seeking a skilled Customer Experience Senior Specialist to join our Global Business Services team in Mexico. As a key member of the team, you will provide exceptional customer service and support to employees, managers, and business partners across the globe.

About the Role:

The successful candidate will be responsible for providing an efficient and highly informative first point-of-contact service to all Warner Bros. Discovery employees, alumni, managers, and business partners. You will use information from multiple systems and resources to respond to inquiries, provide navigational support to employees on self-service/HR tools, and route or escalate inquiries for advanced support.

Your Key Responsibilities:

  • Analyze, capture, respond to, and resolve P&C, pay, policy, benefits, employee data, and various other types of requests from employees, managers, and other customers.
  • Provide customer service and care experience to global services.
  • Handle inbound requests via phone, email, chat, the HR-Portal, or other access channels.
  • Perform individual employee data transactions and data-entry in Workday and other systems.
  • Troubleshoot payroll and payment-related matters, time off inquiries, recalculations, employment verifications (VOE/VOIs), direct deposit setups, pay and tax document re-issues, data updates, etc.
  • Provide support for self-service and P&C technology tools for employees and customers.
  • Ensure completeness of case notes, aligning with company and audit expectations, demonstrating excellent writing and communication skills.
  • Educate customers to increase awareness of self-service resources and promote self-sufficiency.
  • Ensure confidentiality of sensitive information and protect personal data when processing transactions and addressing employee inquiries.
  • Provide mindful redirection and escalations to tier two support teams and other parts of the organization.
  • Providing coaching, guidance and assistance to our Employee Service Associates for customer queries that arise, assisting with individual development and training, and acting as a Subject Matter Expert for nominated subject types.
  • Perform and track administrative (no call) departmental tasks, including report reviewing, data updates, mailing, filing, sending correspondence, and records management.
  • Contribute to departmental projects as and when required.

About You:

  • 3-5 years Human Resources administrative, Commercial or related experience required, preferably from a global, HR or Customer Service Center environment. Must be able to maintain confidentiality and use confidential information appropriately.
  • High School diploma or equivalent experience in related field required.
  • Able to work an 8-hour shift expected to be scheduled between 7AM to 8PM central time, Monday through Friday, with flexibility when required
  • Fluent in English and Spanish. Brazilian Portuguese is a plus but not required.
  • Experience with Workday HR/payroll or other SaaS payroll and ServiceNow or other case management/knowledgebase tools strongly preferred with ability to quickly learn new technology and software programs. Experience preferred with Outlook, Excel, Word and PowerPoint.
  • Strong relationship skills with ability to build and maintain effective collaborations. Recognized for reliability, integrity, and trustworthiness.
  • Skilled in process improvements and problem solving, taking initiative to own work projects/tasks and share knowledge with other associates. Ability to manage ad hoc high-volume activities in a fast-paced environment independently.
  • Excellent planning, time management, prioritization, and follow-up skills. Has strong analytical skills and attention to detail.
  • Exceptional communication and customer service skills, capable of interpreting and conveying complex information clearly, with minimal grammatical/mathematical errors to all levels and in English. Must have flexible and adaptable attitude to cope with fast changing and complex environment.

Compensation and Benefits:

The estimated salary for this role is around $50,000-$60,000 per year, depending on experience. Additionally, we offer a comprehensive benefits package, including medical, dental, and vision insurance, retirement savings plan, paid time off, and opportunities for professional growth and development.

About Us:

Warner Bros. Discovery is a leading media and entertainment company with a diverse portfolio of iconic brands and properties. We are committed to creating a workplace culture that values diversity, equity, and inclusion, and we welcome applications from qualified candidates who share our values.

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