Consumer Experience Manager, Escalation Management

Ubisoft
Tokyo Tokyo jp
14 days ago

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Job Description

Job Purpose:

CRC (Consumer Relationship Center) has been formed in Ubisoft Asia to handle operation such as customer support, community management, knowledge base. CRC APAC is responsible for Japan, Korea, South East Asia where in contract with 3 individual external vendors are supporting the daily tasks. To be merged into 1 vendor to handle entire12 regions/5 languages (as of 2020.Dec).

Presence of department has increased as well as the workloads and demands are still increasing.

Key responsibility for Consumer Experience Manager is to look over day-to-day CS operation handled by vendor, improve their operation, report their activity to company periodically. Also to listen to company’s demands and create new operation to improve user satisfaction.

Escalation management will find solution to escalated cases which agents are unable to handle, deliver necessary advices and guidelines for new raised issues, be involved in player protection for APAC regions.

Mission:

Qualifications

Skills and Experience:

Company Description

Ubisoft is the 3rd largest independent games publisher in the world and we are serious about fun. We work in an ever evolving and competitive business and need to provide consumer support which engages and amazes our customers who are more connected to us than ever before. The Consumer Relationship teams provide our consumers with an awesome experience at every point of contact. Working in close collaboration with the wider business, Consumer Relations play a critical element in supporting our mission: to enrich players’ lives with unique and memorable gaming experiences.

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