Consumer Relations Specialist
Core
Resolve high-stakes customer escalations and disputes for Sony's consumer electronics, acting as the critical link between passionate customers and internal teams.
Role type
Senior Consumer Relations Specialist
Builds
Customer trust and brand reputation through de-escalation and advocacy
Domain
Consumer Electronics / Hardware
Deliverable
client delivery
Required skills
High-stakes conflict resolution, de-escalation techniques, consumer advocacy, community sentiment analysis, warranty claims processing, helpdesk software proficiency, generative AI tools
Preferred skills
Experience in consumer electronics troubleshooting lifecycles, knowledge of Canadian Legal Warranty and OPC claims
Technologies
Salesforce Service Cloud, Microsoft Office suite
Responsibilities
Resolve high-severity complaints and de-escalate emotionally charged situations; issue refunds and hardware replacements within policy guidelines; monitor community forums and store reviews to capture Voice of the Customer; coordinate customer advocacy tasks; share qualitative data and insights with internal stakeholders to improve help center content.
Seniority
Mid-Senior, hands-on IC