|Role Overview :
This role is integral in ensuring PlayStation customers
get a wonderful game playing experience. As
an Asia Consumer Experience specialist, you will be responsible for the daily
running and management of the PlayStation Customer support teams in Asia countries.
Our ideal candidates are an experienced professional
with customer support or contact centre operations who has outstanding
communication skills via phone and email and ability to work efficiently.
What you’ll be doing :
l Daily operations management with our outsourced contact centre vendors
for specified contracts
l Ensuring Vendor meets the SLA and KPI target every week
the vendor processes meet global controls and compliance requirements.
l Change Management oversee
vendor readiness to support new product /
service launches, changes to business
process and tools.
quality assurance evaluation and improve consumer’s experience.
strong analytical ability to evaluate end-to-end customer experience
multiple channels call, email, chat, SNS and customer touch points
strategy and operation for cost efficiency
and reporting on the performance of the vendor