Customer Care Mgr - Software Company

Location: Tokyo, Japan
Job Type: 正社員
Salary ¥10000000 - ¥12000000 per annum
Specialization: テクノロジー・デジタル・通信
Sub-specialization テクニカルカスタマーサポート
お問合せ Keisuke Naito
参照 JO-1809-402418
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[Company Summary ]
Global Software Company

・Lead and manage the Enterprise support team to build and promote a culture of service excellence.
・Work with Support leaders to benchmark, identify, implement and measure support as well as business related metrics.
・Manage your team's performance to ensure all KPIs and Service Level Agreements are met.
・People management including hiring, goal setting, coaching and mentoring.
・Ensure effective workforce planning, skills and resources to enable support of expected Customer needs and call volumes.
・Where necessary, lead and engage cross-functional teams, domestically and/or globally to share and engage technical expertise and experience to support the timely delivery of business and customer needs.
・Build strong technical expertise and capability within the team.
・Develop and deliver key initiatives to improve business processes and customer service delivery.
・Assist in the development and implementation of strategic plans initiatives and direction.
・Lead the engagement of all stakeholders necessary to ensure the timely management, communication and address of Customer concerns, escalations and issues.

・Experience leading a 24/7 or regional support team with exposure to enterprise segments in customer care or logistics.
・Deep knowledge of services operations including benchmark measures for success.
・Ability to lead by influence and work effectively in highly matrixed organizations.
・Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting.
・Strong knowledge and experience with industry best practices, multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes.
・Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing.
・Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence.
・Experience in a customer environment is preferred.
・Language proficiency (Japanese: Native Level, English: Business Level).

[Desired Characteristics]
・A strong leader without ego who can inspire, motivate and bridge challenges.
・Effective communicator able to deliver the leadership's vision with fidelity.
・Ability translate leadership's vision into actionable and relevant activities and initiatives.
・Ability to identify and develop talent.

[Employment Type]
Full Time Employee

[Work Location]

10 Million Yen ~ 12 Million Yen
(Experiences and skills will be considered)

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