Consumer Relations Specialist
Core
Critical link between Sony's passionate customers and internal teams, handling high-stakes escalations, resolving complex disputes, and advocating for product improvements based on customer feedback.
Role type
Senior Consumer Relations Specialist
Builds
Resolves high-severity complaints, manages Canadian Legal Warranty and OPC claims, and drives product improvements via Voice of the Customer insights.
Domain
Consumer Electronics / Hardware
Deliverable
client delivery
Required skills
Executive escalation management, de-escalation techniques, consumer advocacy, warranty claims processing, community sentiment analysis, helpdesk software proficiency, generative AI tools
Preferred skills
Consumer electronics troubleshooting lifecycle knowledge, knowledge base content creation
Technologies
Salesforce Service Cloud, Microsoft Office suite, generative AI tools
Responsibilities
Resolve high-severity complaints and de-escalate emotionally charged situations; Serve as single point of contact for customers and internal stakeholders; Issue refunds, hardware replacements, and goodwill gestures within policy guidelines; Oversee Canadian Legal Warranty and OPC claims process; Monitor and report on customer sentiment across public channels (social media, forums, reviews); Share qualitative data and insights with internal stakeholders to suggest help center updates.
Seniority
Senior, hands-on IC