Consumer Relations Specialist

Sony Global
San Diego
Workplace: HybridFull timeUSD 57,382 - 76,509Function: Customer Support (Service Desk)Experience: 3+ yearsEducation: high_schoolSkills: ["Written communication","De-escalation","Problem-solving","Calm under pressure","Empathy"]

Serve as the critical link between Sony’s customers and internal teams by handling sensitive, high-severity escalations and complex disputes. Monitor community forums and store/app reviews to capture the “Voice of the Customer,” identify emerging issues early, and share qualitative insights internally. Manage inbound messages from social channels, de-escalate emotionally charged concerns, and support resolutions including refunds and hardware replacements within policy thresholds.

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FursaFursa
Sony Global
Sony Global
1 month ago

Consumer Relations Specialist

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 35 days agoStatus: Live

Job Summary

Serve as the critical link between Sony’s customers and internal teams by handling sensitive, high-severity escalations and complex disputes. Monitor community forums and store/app reviews to capture the “Voice of the Customer,” identify emerging issues early, and share qualitative insights internally. Manage inbound messages from social channels, de-escalate emotionally charged concerns, and support resolutions including refunds and hardware replacements within policy thresholds.
Location: San Diego
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Resolve high-severity complaints and de-escalate emotionally charged situations to protect brand reputation.
  • •Act as the single point of contact for the customer and internal stakeholders throughout the resolution process.
  • •Provide goodwill resolutions such as refunds and hardware replacements up to a defined financial threshold.
  • •Monitor and report customer sentiment across public channels (community discussion boards, retailer reviews, app store reviews) to identify emerging trends.
  • •Recommend updates to help center or knowledge base content based on customer issues and provide service data for high-visibility public complaints.

Pay and Benefits

Salary: USD 57,382 - 76,509
Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveLearning BudgetStudent LoanParental Leave

Key Requirements

  • •3+ years of experience in escalated support, consumer relations, or community management, preferably in consumer electronics or hardware.
  • •High School Diploma required; Bachelor’s Degree preferred.
  • •Exceptional written communication skills, with the ability to adjust tone for frustrated customers and executive communications.
  • •Remain calm and professional under pressure; de-escalate emotionally charged situations.
  • •Experience with consumer electronics troubleshooting lifecycles (firmware updates, hardware returns, warranty logic) and explaining technical concepts simply.
Experience:3+ yearsConsumer electronicsHardwareCommunity management
Education:High School
Skills:Written communicationDe-escalationProblem-solvingCalm under pressureEmpathy
Languages:English
Tech Stack:Salesforce Service CloudMicrosoft OfficeGenerative AI

Company Brief

Sony Global
Multinational conglomerate designing, manufacturing, and distributing consumer electronics, entertainment content, gaming hardware and software, music, and film services. Operates across electronics, gaming, entertainment, and financial services with a global consumer and enterprise footprint.
Industry: Conglomerates & Holding Companies
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Tokyo, Japan
Founded: 1946
Glassdoor
Glassdoor: 3.8
WebsiteLinkedIn