This job listing expired on Oct 4, 2020
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Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. We’ve thrilled gamers since 1994, when we launched the original PlayStation. Today, we’re recognised as a global leader in interactive and digital entertainment. The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Role Overview

Reporting to the Associate Manager – Consumer Support, you will be part of the Consumer Services Team providing Tier four support to our territory customer contact centres and our Distributor Markets located throughout the PAL region.

The role will include troubleshooting and responding to customer care escalations from our territory call centres within our agreed SLAs for all Sony account services including PlayStation Network. Escalations will include general service questions along with handling issues with a variety of topics ranging from unauthorised account and payment usage to faulty digital content and refund requests. You will be required to escalate some enquiries to other areas of the business, track progress and provide timely updates to the call centres whilst seeing the case through to resolution.

You will be required to make judgment calls when assessing sensitive or complex situations and, being the last Tier of escalations, whether to apply goodwill exceptions to policy.

There will be an expectation that you will contribute to the development and review of processes and supporting documentation to ensure compliance best practice.

You will also be asked to perform some ad-hoc additional admin tasks/to participate in special projects as required by the business.

You might be required to occasionally travel to the contact centres and assist with new processes, products and services training sessions or agents’ forums.

What You’ll Be Doing

  • Successfully troubleshoot PlayStation Network customers’ issues, escalated via our territory call centres and Distributor Markets, within our agreed SLAs and maintaining high quality standards
  • Ability to identify trends to promptly escalate them for resolution and provide guidance to Contact Centres on how to deal with the specific issue
  • Deal with requests for information from SIEE Legal & BA team
  • Proactive monitoring of contact centres’ escalations and provide structured quality feedback to SIEE Training Manager and Quality Manager
  • Identify specific training requirements, knowledge gaps and quality issues with vendors’ contact handling and Network Escalations and propose solutions
  • Assist CS Team Manager in creating new product & service information briefs and training documentation, including Confluence articles
  • Maintain excellent relationships with Vendors, territory offices and internal stakeholders such as PlayStation Store, Third Party Relationship, Legal & BA , Marketing and NOC engineering teams and external parties such as Publishers and Distributor Contact Centres
  • Perform ad-hoc additional admin tasks/participate in special projects as required by the business.
  • Occasional travel to contact centres if required by the business

What We’re Looking For

  • Experience of Customer Services and Consumer Account Management
  • Excellent written and spoken English to allow clear and effective communication at all times especially to those where English isn’t their first language
  • Knowledge of the games industry and online gaming either through previous job experience or personal interest
  • Ability to troubleshoot problems clearly and logically to a successful conclusion
  • Ability to detect unusual customer behavioural trends
  • Ability to work under own initiative and prioritise tasks
  • Experience of working under pressure, in an environment that is rapidly changing and where consumers are extremely demanding
  • Ability to work in a global, multicultural team
  • Microsoft Excel and PowerPoint knowledge

Desirable

  • Understanding of pan European and global cultural differences that may affect consumer behaviour
  • Experience of operating and managing against defined service levels
  • Awareness of Data Protection Act in online environments
  • Previous experience investigating accounts or payment related fraud
  • Knowledge of written and spoken French, Italian, Dutch, German or Spanish

Benefits

  • Discretionary bonus opportunity
  • Private Medical Insurance
  • Dental Scheme
  • London Allowance (if applicable)
  • 25 days holiday per year
  • On Site Gym
  • Subsidised Café
  • Free soft drinks
  • On site bar
  • Access to cycle garage and showers

Equal Opportunity Statement

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.