Corporate Resolution Coordinator (German Fluency Required - 6m FTC)

Sony Playstation
London, England, United Kingdom
8 days ago
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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–Corporate Resolution, you will be part of the Corporate Resolution Team providing Tier four support to our consumers and our contact centres.

The role will involve resolution of consumer’s issues for our direct-to-consumer business and handling customer care escalations from our territory contact 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 contact centres whilst seeing the case through to resolution.

You will be required to contact consumers to discuss their issues and provide a resolution in the consumer’s spoken language, German

You will be required to make judgement 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.

This is a demanding and fast paced position requiring attention to details, ability to analyse and solve problems while speaking or chatting directly with consumers, when required, in a friendly & empathic manner.

What you’ll be doing:

What we’re looking for:

Essential

Knowledge written and spoken of one or more of the following European languages: German

Desirable

Benefits:

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.

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