Customer Service Analyst

4 days ago

North Sydney Council, Australia c6775db3-1bde-44ad-954d-3dc2d9a50e03 Full time $60,000 - $90,000 per year

Join Sony – one of the world's most recognised brands for consumer electronics, thanks to our legacy of incredible innovation and quality. Our ever-expanding business spans across all things entertainment, from TV, audio, digital imaging & professional products, to music, film, gaming and more

We're excited to be on the hunt for a Customer Service Analyst to join our team.Reporting to the Service Control Manager, in this role you'll be responsible for analysing and optimising customer service operations through financial reporting, spare parts planning, Authorised Service Centre (ASC) agreement management, returns processing, and delivering insights to improve operational performance.

This is a fantastic opportunity for someone early in the early stages of their career, with strong data analysis skills and a passion for driving business results. The role is based in our North Sydney head office with flexible hybrid working (3 days office / 2 days work from home).

About the role:

  • Analysing & and reporting on service activities and their financial impacts to Sony
  • Managing forecasting processes to support financial planning and decision-making
  • Identifying trends and areas for improvement in contact and service centre operations through data-driven insights
  • Analysing customer feedback and survey data to pinpoint service gaps and support initiatives to enhance customer experience
  • Developing & maintaining reports and dashboards to track service metrics, operational performance, and support decision-making
  • Ensuring the timely completion and submission of claim-back returns
  • Overseeing parts returns and credit management processes
  • Supporting ASC network on service-related issues, including warranty claims, system support & training, master data creation and administering ASC contracts
  • Spare parts planning and management, including monitoring & managing backorders, inbound/outbound processing, inventory levels, and spare parts operations
  • Service returns management, including tracking & following up on parts with ASC's, coordinating logistics and processing credit returns

About you:

  • Strong analytical and reporting skills
  • Proficient with PowerBI, MS Excel, PowerPoint with ability to use macro automation.
  • Excellent understanding of vendor management and related systems and processes.
  • Effective communication skills with strong ability to build relationships, influence and resolve issues.

If you're looking for your next career move and are genuinely excited about this opportunity at Sony, please send us your resume and covering letter today

Sony offers an exciting work environment with ongoing training and opportunities to grow and invest in your career. It's a fast-paced environment with high productivity and high expectations, but we're well rewarded with great colleagues, recognition for a job well done, and a fun and flexible work culture. Of course, we also have a host of fantastic staff benefits, including product discounts

To applicants: thanks for thinking of Sony as your next workplace. We appreciate the love but unfortunately will only be able to get in touch with our shortlisted candidates.

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