• Customer Service Manager

    Posted Date 2 weeks ago(10/2/2018 12:26 PM)
    Requisition ID
    Career Category
    Marketing & Communications
    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. 


    • 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


    • 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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