Service & Experience Agent

About Us
At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we're not just a part of that movement—we're leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow's world at work.

About The Opportunity
As a Service & Experience Associate, the primary role is to provide exceptional support service for digital and telephone channels, efficiently addressing member requests.

Categorize and review tickets comprehensively, considering products, contracts, history and specific details before channeling or responding to them. Offer timely initial responses and follow-up on each request, hand-in-hand with the corresponding area, closing it only when resolved and providing solutions or alternatives when necessary. Escalate requests in less than 20% of cases and maintain high telephone adherence, answering calls without letting them wait in the queue. For the role, actively participating in constant improvement projects is key, managing deliveries and evaluating the qualitative/quantitative impact of the implemented improvements.

One of the main objectives is to ensure a positive experience for members and contribute to the operational efficiency of the organization in addition to account retention.

Responsibilities
Support requests management:

• Properly classify requests.
• Review the account in general terms (In applicable cases)
• Product Type
• Previous requests
• Contract
• Number of people vs. assets
• Primary Member and Account Manager of the account
• Balance details
• Invoices
• Pending balance
• Payment notification emails
• Payment method change
• Payment attempts
• Building visits
• Credit usage
• Reservations

Give a timely first response

• Follow up on the request (*Maximum every 8 hours, Minimum 2 times before closing).
• *Except in cases that require follow-up.
• Close the request once it is resolved and propose a solution or an alternative to the member. (In applicable cases)
  If necessary, escalate the request to the corresponding area/team (

Telephone Contact

• Have a 70% adherence to the phone.
• Take calls without letting them sit in the queue or go unanswered.
• Follow verification process
• Leave appropriate notes so that a good FUP can be achieved.
• Open request for follow-up (In applicable cases)
• Schedule Call Back if necessary

Participation in constant improvement projects.

• Project management
• Qualitative and/or quantitative measurement
• Justification and impact.

About You

• Bachelor's Degree
• English proficiency (80%)
• Preferably, have at least 1 year of experience in customer service or hospitality sector.
• Soft skills, customer oriented
• CRM skills such as Salesforce would be recommended
• Writing skills
• Good spelling
• Technological skills
• Reading comprehension

Life at WeWork
Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.