Customer Service Lead - EC Company

Location: Tokyo, Japan
Job Type: 正社員
Salary ¥15000000 - ¥18000000 per annum
Specialization: 消費財・日用品・サービス・小売・広告
Sub-specialization カスタマーサービスコールセンター
お問合せ Jason Bonitsky
参照 JO-1806-396348
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[Company Summary]
Global EC Company

Business Engagement
・Responsible for empowering the business teams with systems and institutionalized knowledge to understand the voice of the customer through data and anecdotes that leads to an output of contact reduction, better CX expereince and business development.
・Responsible for building, maintaining, and delivering on a CS Intake process that allows businesses to build CS processes for launches with an output of meeting launch readiness deadlines set by the business teams with customer centric processes that result in lower than expected customer contacts.

Customer Experience
・Responsible for the development of automated defect detection and elimination processes like the Andon Cord and concession reduction.
・Responsible for developing a proactive mapping of the customer journey and its impact on the customer experience and contact volume. This responsibility is achieved by working proactively with cross functional teams to remove waste and effort from the customer experience with a reduction in defects and contact volume.
・Responsible for developing and maintaining processes and mechanisms for the detection of real time escalations and the resolution across business lines with an output of reduced outages or impact to the customer experience.

・Responsible for the development of all training materials and the effective support and delivery of training for all owned and partner sites across the company JP portfolio.
・Take accountability for quality measurement and performance of new hires; provide functional leadership to the quality departments in each company and partner operated sites.
・Set KPI's in line with achieving vision and ensure that all sites are equipped with the appropriate materials and support to deliver continuous systematic performance improvement.

Self Service Systems and Technologies
・The development and deployment of self service options for customers with an output of reducing customer effort and eliminating the need for human support, when appropriate. This includes the Help Pages, but also the creation and deployment of innovative technologies like machine learning and dynamic search to reduce customer effort.

Technology Deployment
・Responsible for a technology team that can work with the global tech teams that build tools, products, and services that can be deployed on time within the Japan marketplace with the relevant localized requirements.
・Responsible for Tech (SDE) Software Development Engineers that can build and deploy software technologies that enhances the customer's experience when buying products and services with reduced effort and friction.

・A demonstrable track record of exceeding targets/objectives in providing strategic direction and support.
・Experience of operating at a senior level in a customer-centric operational environment.
・Experience of building and leading operational and program management, while achieving high levels of operating efficiency quickly.
・Strong transformational leadership to set strategic direction; business improvement/transformation, ability to drive business and cultural change in a dynamic customer facing environment.
・The ability to dive deep through a combination of data analysis combined with GEMBA/Kaizen activities. A established track record of using Lean and Six Sigma tools to solve problems.
・Negotiation, communication and interpersonal skills, combined with a highly collaborative operating style is required to be successful at the peer Sr. Manager level.
・Excellence in oral and written communication - the ability to communicate effectively through narrative writing (rather than power point).
・Strong visible leadership style, able to engage, influence and motivate large numbers of people to deliver excellence; mobile to travel to sites across Japan and overseas.
・A manager of managers.
・An ability to lead a broad team of people to deliver multiple work streams concurrently.
・Extremely strong project management skills with an evidenced track record of managing multiple projects with multiple stakeholders.
・Bachelor's degree is required.
・Fluency in English is essential, both oral and written. Japanese is preferred.

[Preferred Knowledge, Skills and Abilities]
・Advanced qualification in a quantitative field or an MBA preferred. English is required.

[Employment Type]
Full Time Employee

[Work Location]

15 million yen ~ 18 million yen (Experiences and skills will be considered)

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