We are seeking a highly motivated individual to play a key role in supporting the Touchpoint Management Department in elevating customer satisfaction and loyalty across the Asia Pacific region!
You will focus on understanding and addressing the needs of both internal and external customers, ensuring smooth and effective interactions at every touchpoint, including the support website, contact center, and repair service center. To succeed in this role, you must excel at multitasking and thrive in a dynamic, fast-paced environment.
What you will be doing
- Coordinate reporting requirements of regional teams to ensure operational efficiency of Contact Centre operations.
- Compile and analyze customer feedback and data to identify trends and opportunities for improvement, through logical reasoning and interpretation skills.
- Effectively communicate insights and findings to management and stakeholders in a clear and structured approach.
- Assist in the implementation of customer experience initiatives and projects.
- Support and collaborate with cross-functional teams including Online Support, Repair Operations, Marketing and Information Systems to ensure a unified and effective customer experience.
- Secretariat for regional case management platform user committee.
- Other ad-hoc duties as required.
What you should have
- Degree or Diploma in Business Administration, Business Analytics or relevant field.
- Min. 2 years of experience in a customer-facing role with a strong emphasis on customer service and satisfaction. (Past experiences in contact centre or regional or multi-location customer experience role will be a plus!)
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment will be essential.
- Inquisitive and curious mind with strong ownership towards responsibilities.
- Excellent communication skills both verbal and written.
- Proficiency in Microsoft Excel (eg. Pivot tables, Vlookup) and PowerPoint.
What will help you to succeed
- Proven analytical ability with strong attention to detail.
- Knowledge of customer service KPIs eg Net Promoter Score, Customer Satisfaction.
- Experience in using customer service tools.
Benefits you will have:
- Flexible work arrangement (because we understand Life happens)
- Comprehensive medical benefits (including physical health screenings and term life insurance benefits)
- AWS and variable bonus
- Special staff purchase rates
- Flexible benefits (so you can claim for that staycay or gym membership you've been eyeing)
- Corporate social responsibility time off for 1 day each year to volunteer for a charity of your choice
- Milestone gifts (such as long service award and marriage gift because we want to celebrate both your professional and personal milestones)
- Wellness activities to promote healthy lifestyles
- Curated training programmes to encourage continuous professional development.
At Sony, we strive to create a place for you to realise your potential and inspire you to make positive impact through innovation, smart collaboration and boundless curiosity. We are looking for people who believe that they can enrich lives and help us achieve our purpose fill the world with emotion, through the power of creativity and technology.
