Customer Service Vendor Coordinator

Division

HBO

Position Type

Full Time

Interests

Customer Service/Member Services

Location

Czech Republic - Prague

Posted Date

Nov. 26, 2020

Req Number

179934BR

Company Overview

WarnerMedia is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including: HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies and others.

HBO is one of the most respected and innovative entertainment brands in the world, serving iconic, award-winning programming to 140 million subscribers globally. A subsidiary of WarnerMedia, HBO is the world’s most successful pay TV service with an extensive array of programming that includes some of the most notable titles to be on television, including drama series Succession®, Watchmen®, Westworld®, Big Little Lies®, Game of Thrones®, The Sopranos®, Band of Brothers® and The Wire®, as well as comedy series Barry®, Insecure® and Sex and the City®. HBO is committed to retaining and recruiting skilled and motivated employees, placing a priority on qualified team players who contribute to the diversity of their workforce.

Opportunity Overview

The Role
We are currently looking to recruit an experienced Customer Service Vendor Coordinator to join us in Prague. In this position you will work with the daily operational tasks of overseeing our external Customer Service partner.
The Daily
  • Ensure seamless and high-quality Customer Service and help supervise the daily operations for our outsourced support teams across Europe
  • Verify KPI results and quality on a weekly and monthly basis, making sure it’s according to the highest industry standards
  • Analyze data such as incoming volumes, customer feedback and finding innovative ways of improving the customer experience
  • Maintaining our FAQ’s and training materials to make sure that our agents have up to date and accurate information
  • Attend monthly meetings with teams to discuss performance and focus areas for upcoming month
  • Create reports based on reached results to keep track of Customer Service performance
In this role you will collaborate closely with other HBO teams such as Technical Support, CRM and Social Media.
The Essentials
  • Proven experience coordinating a customer service team
  • Full proficiency in Czech, as well as strong spoken and written English skills
  • CRM systems experience
  • Excellent MS Office skills
  • Flexibility in hours (customer service is open during weekends and public holidays)
The Nice to Haves
  • Other languages such as Hungarian, Polish, Slovakian or Romanian.
We are looking for an organized person who is efficient and meticulous with great attention to detail. You execute well in a fast-paced and changing environment, like challenges and can work with a high degree of independence. You are an excellent problem solver, organized, and can adapt well to new information. Finally, you are a great team-player and a helpful colleague.
What’s on offer
This role comes with a competitive salary and a wide range of benefits and perks.
Many of our staff work flexibly in many different ways, including flexible hours or an element of working remotely. Please talk to us at interview about the flexibility you need.
We are committed to creating both a workforce and content that are as diverse as the global audiences we serve. See what we are doing for Diversity, Inclusion and Belonging at WarnerMedia here.
Warner Media, LLC and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.