Every great story has a new beginning, and yours starts here.

　　Welcome to Warner Bros. Discovery... the stuff dreams are made of.

　　Who We Are...

　　When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next...

　　From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

　　所属部署、チームの紹介

　　ビジターエクスペリエンスチームVEはスタジオツアーに参加するゲストのチケット予約から当日のスタジオツアー、ひいてはそれに伴うカスタマーサービスに至るまで、全てのゲストサービスを統括する部門です。

　　その中で、コンタクトセンターは、ビジターエクスペリエンス戦略を推進し、フィードバックオペレーションを管理し、電話・メール・チャットによる問い合わせへの対応によって、ビジターに一流の体験を提供することを責務としています。

　　優先される業務の目的

　　ゲストの期待を常に超えるようにチームのパフォーマンスを最大化させるチームリードとして様々な状況において、その場における最良の判断を行うチームリードとしてスタッフの育成機会を提供する常に自己の成長を考え、能動的に他チームと連携するスタジオツアー東京の目標を達成する為に、各マネジャーとコミュニケーションを取り、組織の透明性を図る

　　主な業務内容

　　1 外部機関によるレビューのスコア、および日常業務のパフォーマンスモニターとレポーティングにより、顧客エンゲージメントとチームの成長に貢献する。

　　2顧客体験の更なる改善機会を特定するため、関係チームと連携する。

　　3 インセンティブスキームの設計に携わる。

　　4 業務に関連する情報の動きに常にアンテナをたて、情報更新に際しては、各種マニュアルのアップデート含め、チームにいち早く情報共有を行う。

　　５　チームメンバーからの問合せに迅速、且つ的確に答え、顧客対応サービスレベル達成に貢献する

　　6 スーパーバイザーとして、必要に応じて、問合せ対応やクレーム対応を行う。

　　7 チームメンバーの採用、およびトレーニングを実施する。

　　人・リーダーシップ

　　スタッフのトレーニングをサポートして、ゲストのニーズを満たす為に最適なレベルのサービスとビジュアルの基準が十分に整っていることを確実にしますデイリーブリーフィングに参加してチームメンバーが部門内及びビジネスの状況を常に把握できるようにしますマネジャーの採用活動をサポートし、新しいチームメンバーのメンター及びトレーナーとなる全てのゲスト及び従業員が安全な環境にいられるようH&Sポリシーと手順を遵守するチームメンバーのシフト管理（日次、週次、月次）

　　関連する又は前職の経験

　　ゲストサービスにおける経験5年以上チーム（5名～10名以上）を率いた経験3年以上チームで協同し、目標を達成した経験困難な状況におけて問題を解決した経験ホスピタリティ（ホテル等）、リテール、アトラクション、航空業界経験歓迎

　　必要なスキル

　　カスタマーサービスにおける高度な知識を有する顧客満足、および売上向上のチャンスを自ら見出していく積極性を有する

　　期待するスキル

　　個人、およびチームの目標達成に向けた動機付けができるオペレーション強化を図るために、タイムリー、且つ効果的に関係者と顧客やスタッフと友好的に対話することができる予期せぬ事態や新たな課題が発生した際に柔軟性をもって働くことができる英語を用いた顧客対応スキルPCスキル (基本的なPC操作、各Officeツールを用いた資料作成)

　　勤務形態

　　年間変形労働制（週37.5時間が目安／最大週40時間）1ヵ月ごとのシフトを作成土日祝、繁忙期（年末年始、ゴールデンウィーク、お盆）勤務

　　Company Overview

　　Warner Bros. Discovery is a leading media and entertainment company that creates and distributes premium and popular content from a diverse array of talented storytellers and journalists to global audiences through its consumer brands including Discovery, HBO, HBO Max, Warner Bros., TNT, TBS, truTV, CNN, DC Entertainment, New Line, Cartoon Network, Adult Swim, Turner Classic Movies, Sports, and others.

　　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.

　　Business Unit Overview:

　　VE is the department that oversees all guest services, from ticket reservations for guests attending the studio tour to the day of the studio tour and the customer service that accompanies it.

　　Customer Service team is primarily responsible for driving the visitor experience strategy and providing visitors first-rate experience by managing the feedback operation and handling inquiries on email.

　　Primary Purpose of the Job

　　To maximize team performance to exceed guest expectations consistentlyTo make the best on the spot decisions in each situation as a team leadTo Provide and coach team members for their own personal development as team leadTo collaborate and communicate proactively with appropriate stakeholders and other divisions for own growth and developmentTo communicate with each manager to ensure organization's transparency and teamwork in order to achieve company's goalTo support manager and director

　　Essential Job Functions:

　　To contribute customer engagement by monitoring and reporting on Mystery shop, TripAdvisor, Google Review scores and other feedback streams, including the performance of daily operation. Introduce best practice in customer services team and work across the business to identify opportunities to operationally improve the customer service experiences To design the scheme of staff incentive. To catch up the any updates about WBSTT and deliver them to the team, including to revise operation materials. To patiently handle complaints as a supervisor when it is required. .To recruit and train the team

　　People /Leadership

　　Support staff training to ensure the team is fully equipped to meet customer needs, deliver optimum levels of service and maintain visual standards.Participate in daily briefings to keep all members of the team fully aware of activity within the department and the business.Support manager in recruitment and be mentor and trainer of new member of the teamAdhere to all H&S policies and procedures to ensure a safe environment for all visitors and staff.Shift management of team member daily, weekly and monthly operation

　　Support the VS team at WBST as part of a VS duty management team (as part of a seven-day week rotation including weekends and evenings).

　　Participate in cover of the Studio Tour as necessary including weekend, bank holiday, school holiday and late evening cover in rotation with other team members

　　Selection Criteria

　　Relevant Previous Work Experience

　　5+ years of experience in guest service.3+ years of experience leading a team (5-10+)Experience working in a team to achieve goalsExperience solving problems in difficult situations.Interacts effectively with customers & staff.Experience in hospitality (hotels, etc.), retail, attractions, and aviation industry welcome.Opening Experience welcome

　　Skills Required

　　Highest levels of customer service.Proactively seeks out opportunities to increase sales and exceed customer expectations.Motivates individuals & team to achieve goals.Communicates in a timely & effective manner to enhance store operations.Interacts effectively with customers & staff.Works as part of a team with a flexible approach.PC Skills

　　Working Pattern:

　　Annual variable work system (approximately 37.5 hours per week)Crete monthly shiftsSaturdays, Sundays, and holidays, busy period (year-end and New Year holidays, Golden Week, Obon)

　　How We Get Things Done...

　　This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

　　The Legal Bits...

　　Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law.

　　If you're a qualified candidate and you require adjustments or accommodations to search for a job opening or apply for a position, please contact us at [email protected].