Lead and manage the Customer Service Team for Sony Pictures Entertainment, including hiring, training, and supervision.\n• Set performance targets, provide feedback, and conduct regular performance evaluations.\n• Ensure customer satisfaction by implementing effective customer service strategies and maintaining high service standards.\n• Directly monitor customer interactions, handle escalations, and resolve customer complaints or issues via Zendesk.\n• Continuously evaluate and improve customer service processes, including implementing new technologies and streamlining workflows with resolver groups.\n• Analyze customer service data and metrics to identify trends and present findings to Sony in weekly/monthly meetings.\n• Provide ongoing training and development to customer support advocates (product/service training, communication, problem-solving, conflict resolution).\n• Foster effective communication within the support team and with other Sony departments, noting nuances and limitations in outcomes.\n• Monitor team performance, track KPIs, and report metrics to senior management; implement corrective actions as needed.\n• Review and keep up to date with Sony policies and procedures (refunds, cancellations, multiple account setups, etc.).\n• Encourage and gather customer feedback (CSAT, feedback forms, Voice of Customers) and use it to improve the customer experience.\n• Stay updated with industry trends, best practices, and emerging technologies related to customer service and media/entertainment.
Requirements
Minimum of 5 years of experience in Customer Support management.\n• Strong understanding of the media and entertainment industry, including content types, production processes, and delivery channels.\n• Experience with Zendesk or similar CRM tools.\n• Proficiency with Microsoft 365 suite for reporting.\n• Ability to work with multiple departments on customer resolution, including QA, Engineering, Marketing, and Design.\n• QA experience is a plus (test planning, test plan execution, Jira bug defect tracking).\n• Proven ability to manage and lead a team of Customer Success Advocates.\n• Excellent communication and interpersonal skills.\n• Ability to work independently and as part of a team.\n• Strong analytical and problem-solving skills.\n• Demonstrated ability to meet deadlines and work under pressure.\n• Flexible to work early shifts (as early as 5:00 AM).\n• Willingness to work in a hybrid setup at Alabang Office (Muntinlupa, NCR).
Benefits
Hybrid (Alabang Office)\n• 40 working hours\n• Flexible to work as early as 5:00 AM (to meet our global clients and teams)
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