Customer Service Supervisor - Blockchain industry

Location: Tokyo, Japan
Job Type: 正社員
Salary Up to ¥10000000.00 per annum
Specialization: サプライチェーン、購買、物流
Sub-specialization カスタマーサービス
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お問合せ David Hsu
参照 JO-1904-416132
see 's jobs


[Company Description]
Global Blockchain industry

[Responsibilities]

  • Daily management of the international CS teams and monitoring of CS sites performance;
  • People management activities including training, motivation/performance management, offboarding, promotion, communication etc; responsible for overall service quality delivery and team performance achievement;
  • Participate in the formulation and execution of CS processes, SLA, work plans and operational procedures; Develop plans for implementing new products and business processes; work with training supervisor to develop and implement training programs; provide input for business process optimization;
  • Manage team members' work shift schedule, balance and adjust key performance metrics to meet a high standard of quality and volume;
  • Manage international CS team's daily shifts; monitor, supervise and assess CS agents' daily activities and have a good understanding of their work performance, with a main purpose of improving overall service quality;
  • Collaborate with other departments such as product, marketing and technology for feedback and improvement;

[Requirements]

  • More than 5 years CS experience with at least 2 years CS management experience, with a E-commerce or financial industry background;
  • Proficient in English listening, speaking, reading and writing;
  • Skilled at In MS Office suite or similar including WORD/EXCEL/PPT/VISIO etc for data analysis and reporting;
  • Familiar with CS operation and business processes, with a strong ability for problem solving and strong number driven approach;
  • Excellent communication skills, with a strong teamwork mentality;
  • Work proactively with a high sense of service mindset; Strong adaptability and problem solving ability towards CS, able to deal with urgent matters independently;
  • Able to work under pressure; show a strong sense of responsibility, and a passion for CS management; calm mood but a warm and empathetic personality; able to motivate team members to work diligently;
  • Experience working at a large E-commerce company in CS management is a big plus.

[Employment Type]
Full time

[Salary]
10Million Yen

[Location]
Tokyo


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