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 

l  Ensure 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.

l  Conducts quality assurance evaluation and improve consumer’s experience.

l  Utilize strong analytical ability to evaluate end-to-end customer experience

   across multiple channels call, email, chat, SNS and customer touch points

l  Channel strategy and operation for cost efficiency

l  Measuring and reporting on the performance of the vendor

Requirements : 

l  Bachelor's degree in business administration or any other relevant field

l  At least 2 years of work experience in operation team in Contact centre vendor  

   management or in a similar role

l  Task management skills and understanding how to manage the priorities of

   multiple stakeholders in a complex environment and focus on the delivery

   of KPI results

l  Ability to work across groups managing individuals both directly and indirectly

    to achieve a team goal.

l  Enthusiastic and creative with the ability to inspire others

l  Business level of communication skill in English 

l  Strong analytical skills and data-driven thinking