Discovery

  • Customer Service Manager

    Posted Date 2 weeks ago(10/2/2018 12:26 PM)
    Requisition ID
    20894
    Location
    UK-London
    Career Category
    Marketing & Communications
    Type
    Company Employee Full-Time
  • Position Summary

    We are excited to be recruiting the new role of Customer Service Manager. This is a newly established role supporting the Director of Customer Experience across new and existing digital platforms such as our fast growing Eurosport Player and a brand-new OTT Platform launching in January 2019 – Golf TV.

     

    The Customer Service Manager will be an integral role within the customer experience team across Europe with a focus on our Japanese market. This is an exciting opportunity to be part of the digital transformation taking place at Discovery and help shape the team and strategy moving forward. 

    Responsibilities

    • Interface with all business teams to ensure that service levels are achieved and maintained
    • Actively seeks solutions and provides trends & feedback to the Customer Experience Director and senior management team to drive technology and operational improvements; interface effectively with internal development teams and service owners
    • Demonstrates timely, accurate and professional customer service. Maintains a positive and professional demeanour and portrays the company in a positive light
    • Functions as an authority for operational policies, procedures, and services
    • Functions as an authority and escalation point for the Customer Service agency
    • Contributes to strengthen the relationship with the agency by proactively aiding teammates with difficult customer contacts. Demonstrates effective communication and cooperation with agency and co-workers to manage team workload and morale
    • Serves as a role model by displaying good judgment, positive work ethic, strong interpersonal skills, adherence to policies and demonstrates a commitment to excellent customer service
    • Analyses volume of telephone calls and email messages for team and directs workflow accordingly
    • Maintains quality and volume using metrics to ensure that individuals and team are at or above standard for skill group
    • All other duties and special projects as assigned

    Requirements

    • Minimum 5 years’ experience in Customer Service with proven managerial experience.
    • Previous experience with call centres.
    • Experience in International and digital environments.
    • Strong knowledge of Japanese culture and market.
    • Japanese language skills desirable but not essential.
    • Fluent in English – any additional language is a bonus.
    • Strong communication skills both written and oral.
    • Ability to motivate and inspire large groups of people is a must.
    • Excellent organisation and prioritisation skills.
    • Confident with Excel and Power Point.
    • Knowledgeable on CRM systems – Zendesk ideally.
    • Knowledge of all MS Office tools.
    • Track record of efficient budget management.
    • Excited and motivated by change, multi-tasking and fast pace environment.
    • Available for regular travelling.
    • Experience analysing and reporting data.
    • Demonstrated project management skills
    • Demonstrated ability to multitask in a dynamic, fast-paced, cross-functional environment

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