Wbstt Customer Service Manager

Job Description

WarnerMedia showcases some of the most iconic and cherished entertainment, news and sports brands in the world, but we are much more than that. WarnerMedia is truly where art meets science. Our combination of cutting-edge technology and an unrivaled commitment to groundbreaking storytelling builds a sense of community and meaningful connection that is shaping the future of media. We create rewarding opportunities across our entire family of brands, while championing a spirit of inclusion, innovation, self-development and support. Join WarnerMedia as we think big, live true and make the stories that move the world.

Job Title : Customer Service Manager

Department Name : Visitor Experience

Location : Tokyo

Reports to : Head of Visitor Service

Directly supervises : Yes

Date created/ revised : March 2022

Company Overview

Warner Bros. Studio Tour Tokyo – The Making of Harry Potter

The newest addition to the division will be Warner Bros. Studio Tour Tokyo – The Making of Harry Potter (WBSTT), an indoor attraction that will invite visitors to step into the fascinating behind-the-scenes world of Harry Potter and the Wizarding World. The Studio Tour Tokyo will offer special features to enable visitors to deepen their understanding of how the Harry Potter and Fantastic Beasts films were made. With iconic film sets to explore, costumes and props to discover and magical experiences to delight, the indoor attraction will invite visitors to enjoy scenes from the films first-hand and discover how the world's favorite book series was brought to life on screen.

Unlike a theme park, the Studio Tour will allow visitors to step into film sets and enjoy an exciting entertainment experience. This will be only the second tour of its kind in the world and will build on the hugely successful Warner Bros. Studio Tour London (WBSTL).

Covering over 960,000 Sq Feet Warner Bros. Studio Tour Tokyo – The Making of Harry Potter will be opening in Toshimaen in the first half of 2023.

Pre-opening
• In consultation with Head of Visitor Service, develop and implement Visitor Experience strategies.
• Recruiting and training the Customer Service team, including personnel with certifications as required by law.
• Negotiating and executing contracts with third-party vendors to be employed for the post-opening operation.
• Set up a contact centre to handle advance ticket reservations and customer inquiries and establish the operation, including recruitment of employees.

PRIMARY PURPOSE OF JOB

To implement the best level of customer care in the contact centre and ensure that incoming telephone calls are answered within agreed service levels, and to achieve revenue targets by training and developing Bookings and Reservations staff accordingly.

Understand and implement best practice use of the Ticketing system.

KEY RESPONSIBILITIES
Operations
• To ensure calls, emails, text messages and letters are answered by Bookings and Reservations team members, and to monitor and report on call activity.
• To assist with information distribution and communication of new product information, and act as a point of contact for Bookings and Reservations team.
• Actively manage the supervision of staff to deliver target sales and revenue via agreed Service level agreements and key performance indicators.
• To deliver induction and training (including specific systems training) to Bookings and Reservations team.
• Operate incentive schemes and development of staff through exciting and challenging initiatives to maximize sales
• To be aware, at all times, of Call flow and queues and take action where necessary to answer calls as quickly as possible e.g. flexibility around break times.
• To escalate any systems or customer service issues to the Visitor Experience Manager/Director
• To undertake Duty Manager responsibilities.

Marketing
• To develop an in-depth knowledge, fully understanding how to operate the computerised booking systems.
• To offer alternatives for the customer if the original request in unavailable.
• To accurately record all data such as promotional codes and marketing areas for all bookings and customer enquiries.
• To achieve all sales, revenue and calls answered targets set in relation to closing the sale.
• To assist with call coaching and monitoring to help develop Bookings and Reservations team in closing the sale.

Financial
• To achieve all performance targets set for quality of service and sales.
• To ensure that Agents are aware of the full range of products and up sell as appropriate
• To ensure that all equipment is well maintained, cared for and all faults are reported promptly.

Development
• To fully understand all aspects of the company's products including special offers and promotions for up sell opportunities and communicate these positively to the customer.
• To work with the data base to maximize the potential of future/repeat sales opportunities and undertake marketing led mail shots and campaigns.
• To develop direct reports and ensure that appropriate training and development is delivered.
• To maintain effective relationships and liaise with other departments within the business to minimize on site ticketing issues and gain updated product knowledge.

People
• To promote a positive and professional environment within the Bookings and Reservations department at all times.
• To take responsibility for own personal development through one-on-one coaching from line manager.
• Support the team with the planning of performance reviews, and staff development including one-to-one's.

Duty Management
• Run a rota for Visitor Experience Duty Management and Studio Tour Management team duty cover. Visitor Services will provide daily Duty Management cover to the Studio Tour.
• Provide Duty Management training to other departmental managers.
• Management reporting of incidents to relevant WBSTT management through a set communications tree.
• Work with Health and Safety Manager and on site security team.
• Manage Emergency Procedures and Crisis Management including building evacuation, incident management and first aid.

SKILLS/KNOWLEDGE REQUIRED

Relevant Previous Work Experience
• Managing a bookings and/or reservations and/or contact centre
• Working with timed tickets/reservations to a fixed capacity
• Working in the leisure, heritage, museum, hotel or theatre sector would be an advantage
• Understanding of industry standards in all areas of the operation including call response times and email/written confirmation procedures.
• Previous experience of the Galaxy Gateway ticketing system (or similar) would be advantage

Skills Required
• Excellent written and verbal communication skills with proven experience of letter writing
• Team management and development
• Well organized and focused, able to prioritize workload and manage change
• IT literate and good working knowledge of reservations/ticketing systems
• Understanding of Health and Safety regulations
• Full use of Microsoft Office Suite
• Excellent verbal and written communication skills both in Japanese and English

Education/Qualifications:
• Educated to degree level (or equivalent qualification with extensive vocational experience).
• Full use of Microsoft Office Suite would be advantageous.

Working Pattern:
• 37.5 hours a week working shifts.
• Regular weekend and evening work required.

Because of the adaptive nature of this role flexibility is required to sui

Jobcode: Reference SBJ-d9xo3z-18-117-91-153-42 in your application.