**_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._**
**Who We Are **
When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what's next
From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.
**所属部署、チームの紹介**
ビジターエクスペリエンスチームVEはスタジオツアーに参加するゲストのチケット予約から当日のスタジオツアー、ひいてはそれに伴うカスタマーサービスに至るまで、全てのゲストサービスを統括する部門です。
その中で、コンタクトセンターは、ビジターエクスペリエンス戦略を推進し、フィードバックオペレーションを管理し、電話・メール・チャットによる問い合わせへの対応によって、ビジターに一流の体験を提供することを責務としています。
**優先される業務の目的**
- ** ゲストの期待を常に超えるようにチームのパフォーマンスを最大化させる**:
- ** チームリードとして様々な状況において、その場における最良の判断を行う**:
- ** チームリードとしてスタッフの育成機会を提供する**:
- ** 常に自己の成長を考え、能動的に他チームと連携する**:
- ** スタジオツアー東京の目標を達成する為に、各マネジャーとコミュニケーションを取り、組織の透明性を図る**
**主な業務内容**
1 外部機関によるレビューのスコア、および日常業務のパフォーマンスモニターとレポーティングにより、顧客エンゲージメントとチームの成長に貢献する。
2顧客体験の更なる改善機会を特定するため、関係チームと連携する。
3 インセンティブスキームの設計に携わる。
4 業務に関連する情報の動きに常にアンテナをたて、情報更新に際しては、各種マニュアルのアップデート含め、チームにいち早く情報共有を行う。
5 チームメンバーからの問合せに迅速、且つ的確に答え、顧客対応サービスレベル達成に貢献する
6 スーパーバイザーとして、必要に応じて、問合せ対応やクレーム対応を行う。
7 チームメンバーの採用、およびトレーニングを実施する。
**人・リーダーシップ**
- スタッフのトレーニングをサポートして、ゲストのニーズを満たす為に最適なレベルのサービスとビジュアルの基準が十分に整っていることを確実にします
- デイリーブリーフィングに参加してチームメンバーが部門内及びビジネスの状況を常に把握できるようにします
- マネジャーの採用活動をサポートし、新しいチームメンバーのメンター及びトレーナーとなる
- 全てのゲスト及び従業員が安全な環境にいられるようH&Sポリシーと手順を遵守する
- チームメンバーのシフト管理(日次、週次、月次)
**関連する又は前職の経験**
- ゲストサービスにおける経験5年以上
- チーム(5名~10名以上)を率いた経験3年以上
- チームで協同し、目標を達成した経験
- 困難な状況におけて問題を解決した経験
- ホスピタリティ(ホテル等)、リテール、アトラクション、航空業界経験歓迎
**必要なスキル**
- カスタマーサービスにおける高度な知識を有する
- 顧客満足、および売上向上のチャンスを自ら見出していく積極性を有する
**期待するスキル**
- ** 個人、およびチームの目標達成に向けた動機付け**ができる
- オペレーション強化を図るために、タイムリー、且つ効果的に関係者と
- 顧客やスタッフと友好的に対話することができる
- 予期せぬ事態や新たな課題が発生した際に柔軟性をもって働くことができる
- 英語を用いた顧客対応スキル
- PCスキル (基本的なPC操作、各Officeツールを用いた資料作成)
**勤務形態**
- 年間変形労働制(週37.5時間が目安/最大週40時間)
- 1ヵ月ごとのシフトを作成
- 土日祝、繁忙期(年末年始、ゴールデンウィーク、お盆)勤務
**Company Overview**
Warne
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