Job Description

Disney Media & Entertainment Distribution (DMED) brings together the Disney's best-in-class product, technology, and commercialization teams together into one global organization. DMED is responsible for the P&L management and all distribution, netwo Disney Media & Entertainment Distribution (DMED) brings together the Disney's best-in-class product, technology, and commercialization teams together into one global organization. DMED is responsible for the P&L management and all distribution, network and engineering operations, sales, advertising, data, and certain key technology functions worldwide for the Company's content engines. DMED also manages operations of the Company's streaming services including Disney+, Hulu, ESPN+ and Disney+ Hotstar and domestic broadcast and cable television networks. The Assistant Manager, Customer Experience will work with the Customer Experience Manager to implement standards and processes to ensure optimal customer experience in the APAC region. This role will focus on improving CS processes to increase operational efficiency and quality, customer KPIs, and other related tasks. This role requires a highly motivated individual who works comfortably in a fast-paced environment and is able to switch between tasks quickly and effectively. This individual would need to have strong attention to detail and demonstrate resourcefulness while working with ambiguity. What you'll do: Analyse top contact drivers on a daily, weekly, and monthly basis, and provide insights into customer service KPIs (target vs actual) suggest and implement improvements that will increase or maintain CSAT at the company's standard Provide daily operational support for customer support vendors (BPOs) run weekly meetings with partners to identify gaps, trends and suggest improvements Provide deep dives on BPO metrics and provide business process improvement recommendations to increase such metrics, such as CSAT and QA scores, to bring the customer support to the forefront of the industry Develop and coordinate learning programs for BPOs, including but not limited to new hire trainings, refreshers, quality trainings Collaborate with internal and external stakeholders to identify gaps in current customer support processes Be the advocate of Disney+ values and standards for yourself and the team Skills required Minimum 5 years working in customer service as a top performer, with excellence in soft skills, communication and problem solving Fluency in English and business proficiency in either Thai, Bahasa Melayu and/or Bahasa Indonesia Experience working with metrics such as CSAT, Quality Assurance is a must Thorough understanding of the Customer Service business Experience with vendor management, analysing trends and optimising performance metrics experience in OTT industry desired Exposure to Salesforce, Freshdesk (or any competitive CRM system), Live chat and digital servicing channels will be an added advantage Experience with CRM tools (ideally Freshdesk), Articulate 360 desired experience with Slack, Gsuite, excel, power point, documents is a must Strong organizational and process orientation skills able to plan, meet deadlines, produce workflows and implement processes confidently Thrive in a high paced startup environment and adapt quickly to changing priorities willingness to learn, ask questions, demonstrate resourcefulness and attention to detail, and work with ambiguity Excellent written and verbal communication skills Passionate about customer experience and providing seamless interactions to viewers The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We are taking a responsible approach to creating environments that allow us to do what we do best - entertain and inform millions around the world. As part of our commitment to health and safety, COVID-19 vaccines are required for all newly hired employees in Singapore. #LI-DNI