Job Description

Comprehensive BPO, RPO, and Call Center Outsourcing Solutions for Growing Businesses

The Role

• Team Management: Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.
• Resource Management: Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.
• Performance Monitoring: Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.
• Process Development: Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.
• Client Relations: Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.
• Crisis Management: Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.
• Reporting and Analysis: Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations
• Compliance and Quality: Ensure Customer Care operations comply with relevant regulations and quality standards.
• Continuous Improvement: Engage in continuous improvement initiatives to enhance efficiency, productivity, efficiency and client satisfaction.

Ideal Profile

• Candidates must possess at least a Diploma or a Bachelor's Degree.
• Ability to multitask, set priorities and manage time effectively
• Familiarity and experience with a smartphone, online shop and other online apps
• Detail-oriented person
• The candidate must have a service-oriented attitude
• An outgoing person who is friendly but remains professional
• Willingness to work on a shift, including working on a holiday
• Knowledge of customer service practices and principles
• A focused attitude for solving customer’s issues quickly and comprehensively
• Customer focus and adaptability to different personality types
• Ability to deal with stress and work pressure
• Native speaker for Japan with B1/B2 English skill
• Ability to multitask and highly adaptive to constantly changing environment Excellent oral, written and interpersonal communication skills
• Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members
• Ability to provide quick solutions for operational issues
• Intermediate to advanced reporting skills

What's on Offer?

• Work within a company with a solid track record of success
• Excellent career development opportunities
• Leadership Role

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