CS Manager - 化粧品会社

Location: Tokyo
Contract Type: Permanent
Salary: ¥7000000.00 - ¥9000000.00 (年収)
Specialization: Supply Chain, Procurement, Logistics & Transportation,
Sub Specialization: Customer Service, Call Center Operations,
Contact: Jeongmi Kim
Reference: JO-2111-465806
Jeongmi Kim

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[ポジション] Consumer Care Service Manager
[勤務地] 東京
[給与] 700万円〜900万円
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Note: Applicants must have permission to work in Japan and Fluent ~ Native level Japanese

[事業内容・会社の特徴]
外資系大手化粧品会社

[募集背景]
欠員補充

[仕事内容]

  1. Customer inquiry and complaints handling through phone, email, chat, active support on SNS
  2. Outsourced management
  3. Communication with other team(brands, QA, CC, Legal, contact center etc.) to reply to consumers appropriately
  4. Summary and Analyze VOC(Voice of Customer)
  5. General Customer service and administrative duties to handle complaints
  6. Cooperation with outside association
  7. Team Management for some brands contact center(people development, budget control etc.)

*Depending of experience, a candidate will manage following job accountabilites:

  • Overall management of entire consumcare team that covers both care representatives as well as VOC (Voice of Customer) analyst
  • Create and implement strategy for the Care team to increase customer satisfaction in an efficient manner
  • Create guidline and overall governance of functions involved in customer engagement (E-BA, community manager)
  • Setting and achieving key KPIs (Response rate, NPS etc…)
  • Overall management of vendor call center at a top to top level
  • Integration of care aspect of new brands
  • Interaction with zone and Global Care team and showcasing Japan best practices.
  • Presenting to Management (Business Unit heads, country Manager)

[応募資格]

  • Minimum 5 years experience in customer service
  • Minimum 2 years experience in cosmetic or pharmaceutical business included B to C business
  • Microsoft MS Application, Excel, Access, Power Point Skill at least Intermediate Level
  • Japanese native speaker
  • English Skill(reading, speaking-communication with customer on the phone) at least Intermediate Level

[歓迎項目]

  • Experience at Cosmetic Company
  • Experience at E-commerce Business
  • Experience at Contact Center system building such as chat, FAQ
  • SAP R/3

[勤務時間]
9:30〜18:00(実働:7時間30分)
在宅勤務・フレックス制度有

[休日休暇]
完全週休二日制(土曜、日曜、祝日)、年末年始休暇、年次有給休暇他

[選考プロセス]
書類選考、面接数回を予定

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ご紹介できる場合は、5営業日以内に担当コンサルタントよりご連絡いたします。
詳細はその際に別途明示いたします。

Reference: JO-2111-465806
#LI-REMOTE
Seniority Level :Mid-Senior level
Job Function: Customer Service
Call Center Operations; Customer Service