Jamie Alexia May Koen

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society. Key Purpose To be a Discovery Brand Ambassador, who lives the values of Discovery and has the ability to create dazzling customer experiences Areas of responsibility may include but not limited to • Navigate the client experience through our digital platforms and share the Discovery value offering • Provide comprehensive information on all Discovery products and benefits • Assist clients in understanding and getting the most value from their Discovery products through integration • Create interest in Discovery products • Willing to work retail hours, weekends and public holidays • Represent the Discovery Store at fitness events outside of working hours • Navigate the Discovery environment to facilitate the best client support • Understand the business and operational processes behind products, and give constructive feedback and suggestions on enhancements • Educate members on how to manage their Discovery products digitally • Manage and host events within the store environment • Fulfill administrative duties within the store • Execute targeted store projects and campaigns Competencies • A proven track record of face-to-face customer experience • A developed level of organisation • Exceptional communication skills • Good emotional intelligence • A passion for customer service • Must be adaptable to change • Must enjoy interacting with people • Must be a team player • Great time management skills

Escalation Channel Complaint investigations and management Taking over advanced escalated queries and first-time escalated queries, de-escalating and managing customer expectations Member claim processing & reprocessing through to resolution Lead generation Query tracking & resolution from members, brokers, franchises, general public and various other stakeholders Completing administrative tasks and ensuring excellent, quality service Logging of all queries, written correspondence, weekly reports, updates and providing feedback Presenting and communicating information whilst adhering to principles, values & guidelines Follow instruction and procedures, deciding, initiating & implementing action plans Coping with pressures and setbacks while meeting and managing customer expectations

Skills: Interpersonal Skills · Customer Support · Office Administration · Customer Interaction · Administration · Written Communication · Analytical Skills · Social Media Communications · Customer Service · Etiquette · Teamwork · Customer Satisfaction · Soft Skills · Problem Solving · Customer Experience · Skilled Multi-tasker · Phone Etiquette · Customer Relations

Specialist department to assist customers with gaining access to their Amazon.com online shopping accounts, primarily password and email address changes. Implementing policies and security measures to insure customer privacy and security. Customer service for AmazonLocal.com, product information, redemption of vouchers and refunds. Some Amazon Tenets: Customer Obsession Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers. Ownership Leaders are owners. They think long term and don’t sacrifice long-term value for short-term results. They act on behalf of the entire company, beyond just their own team. They never say “that’s not my job”. Invent and Simplify Leaders expect and require innovation and invention from their teams and always find ways to simplify. They are externally aware, look for new ideas from everywhere, and are not limited by “not invented here”. As we do new things, we accept that we may be misunderstood for long periods of time. Insist on the Highest Standards Leaders have relentlessly high standards - many people may think these standards are unreasonably high. Leaders are continually raising the bar and drive their teams to deliver high quality products, services and processes. Leaders ensure that defects do not get sent down the line and that problems are fixed so they stay fixed. Bias for Action Speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk taking.

Handling all forms of client queries, varying from client accounts to website technical issues, taking ownership, product information, investigating and resolving customer problems and issues. Interacting with Customers primarily based in United States and some international based customers using the .com website. Assisting US offices and other company departments. Enhancing and streamlining current processes and policies as well as creating new ones. Basic technical support (troubleshooting) for Kindle devices and Kindle e reader (Apple, Microsoft and Android) applications. Various forms of communication mediums used such as, email, chat and telephone.