Back Office Coordinator, Customer Experience

Job Description

Back Office Coordinator, Customer Experience - Funimation

ABOUT FUNIMATION

THE ROLE

Funimation is looking for a Back Office Coordinator, Customer Experience to join our Product & Engineering team. The Back Office Coordinator represents a critical link between our Funimation customers and the Funimation business. The right person for this role will have excellent attention to detail, proactive problem-solving abilities, great writing and communication skills, and an unbeatable drive for customer obsession. They will have proven experience working in frontline or back office Customer Service roles ideally at a technology or media company.

RESPONSIBILITIES
• Handle escalations from our frontline team, provide guidance on edge cases and flag any agent knowledge gaps to our Knowledge Management and Training team
• Validate and solve technical issues flagged by the customer by replicating experiences and working with internal stakeholders to identify a resolution
• Complete deep dive reviews and documentation on executive level escalations
• Monitor App Review and Social Media posts and provide on-brand and humanized responses to any Customer Service related queries
• Surface actionable customer experience and process improvement opportunities and liaise with teams across the business to prioritize and implement these items

REQUIREMENTS
• 3+ years of Customer Service experience in either frontline or back office teams
• 1+ year experience handling Social Media responses within a Customer Service team
• Strong deep diving and proactive problem-solving skills
• Excellent verbal and written communication skills, ability to capture the Funimation style and tone within your writing
• Highly organized, efficient and proactive, with an ability to prioritize multiple tasks
• Strong interpersonal, teamwork, and organizational skills with an emphasis on delivering exceptional customer service
• Proven ability to adapt and quickly change direction when necessary in a fast-paced, dynamic environment

NICE TO HAVES
• Experience of managing a team

Seniority Level

Entry Level

Industry

Entertainment

Employment Type

Full-time

Job Functions

Customer Experience

Customer Service
Operations
*Funimation is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics.

* Sony Pictures - CA - Culver City Area & Studios

Jobcode: Reference SBJ-rv4w0m-3-145-42-94-42 in your application.