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The Walt Disney Company: Be Part of the Story

Be Part of the Story

Team Member - Customer Response - Sports

Apply Now Apply Later Current 21CF Employees and Freelance / Contractors Apply Here Job ID R10009141 Location Mumbai, Maharashtra, India Business Star Date posted Nov. 21, 2019

JOB DESCRIPTION

KEY RESPONSIBILITIES

  • Develop & implement personalized messaging approach and tone for use in consumer interactions on social platforms
  • Proactively escalate & manage any potential emerging issues/threats that may affect the brand in a timely manner to the correct stake holder internally
  • Delivery of KPI’s through effective management of team
  • Monitor department performance and contribute to the achievement of team results
  • Handle escalated customer interactions as needed
  • Analyze data to recommend new procedures to improve efficiency and effectiveness of the current response workflow
  • Mentor and supervise the agents and keep them motivated at all times
  • Responsible for root cause analysis on technical/broadcasting issues/queries received from consumers and ensure that the same is shared with the relevant stakeholders
  • Weekly/Monthly reporting of user issues to the relevant stakeholders
  • Ensure that the contests done by the sports team are complied with and monitored till the fans receive their gratification
  • Reporting copyright violations
  • Managing the online TV Guide for the sports network
  • Providing insights based on consumer feedback to marketing, distribution and content
  • Daily fan engagement across all social media platforms
  • Engaging with the Facebook and Twitter team for verifying accounts and escalating negative posts  
  • Providing support for activations – reaching out to viewers for coordination

PERFORMANCE MEASURES

  • Quality of responses as per Star standards and protocols of communication
  • Adherence to SLAs around timelines of response and escalation resolution

QUALIFICATION

  • Bachelor's degree in Journalism, English or Communications required with an emphasis on writing and editing. A post graduate degree or MBA would be preferred.
  • 5-7 years professional work experience required in communications / creative writing field OR corporate communication
  • Experience in a consumer facing position (retail, field sales, customer service) where CRM use and data acquisition was a key KPI would also be handy

KNOWLEDGE AND SKILLS

  • Demonstrates creativity and documented immersion in Social Media
  • Should be a sports enthusiast and should have a natural liking for sports/particular sport
  • Experience in managing agencies/vendors and SLA management thereof.
  • Creative flair and attention to detail
  • Highly organized with an ability to adapt quickly to changing priorities
  • Strong written and oral communications skills with the ability to understand and communicate information effectively
  • A team player with the confidence to take the lead and guide other employees when necessary. (ie: content development, creation and editing of content, and online reputation management)
  • Makes evident good technical understanding and can pick up new tools quickly
  • Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution.
  • Possesses great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues

PERSONAL ATTRIBUTES

  • Ability to handle pressure and tight timelines
  • An eye for detail
  • Ability to deal with multiple stakeholders and conflict scenarios
  • Strong communication and negotiation skills
  • Technology savvy

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

About Star:

Star India has defined the Indian media landscape for over two decades and today is one of the country’s leading media conglomerates, reaching approximately 650 million viewers a month across India and more than 100 other countries. Star generates 20,000 hours of content every year and broadcasts 40+ channels in 8 different languages, reaching 9 out of 10 C&S TV homes in India. The network’s entertainment channel portfolio includes Star Gold, Channel V, Star World, Star Movies, Star Utsav, Life OK, Movies OK and Star Plus, India's No. 1 Hindi General Entertainment Channel. It has a leading presence in regional broadcasting as well, through a bouquet of affiliate channels which includes Star Jalsha, Jalsha Movies, Star Pravah, Asianet, Asianet Plus, Suvarna, Suvarna Plus, Vijay and now Maa. It is also present in the Indian movie production and distribution space through Fox Star Studios, an affiliate joint venture company.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Star India Private Limited, which is part of a business segment we call Star.

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