Customer Service Center Manager - ラグジュアリーブランド会社

Location: Tokyo
Contract Type: Permanent
Salary: ¥7000000.00 - ¥10000000.00 per annum
Specialization: Supply Chain, Procurement, Logistics & Transportation,
Sub Specialization: Customer Service, Call Center Operations,
Contact: Jeongmi Kim
Reference: JO-2110-464633
about Jeongmi Kim

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[ポジション] Customer Service Center Manager
[勤務地] 東京
[給与] 700万円〜1000万円
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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]
外資系ラグジュアリーブランド会社

[仕事内容]
We are looking for a Customer Service Center Manager responsible for managing day to day operations of our Customer Service Center in Japan and ensuring the delivery of the best-in-class service in line with the company´s objectives.

As a Customer Service Center Manager, you will be part of the Retail team at HQ, reporting to Retail Director and will work closely with a range of departments, including e-commerce, retail, quality and merchandising.

Your role will be:
Team Management & Tool implementation

  • Managing a team of customer service center advisors

  • Acting as the primary contact for all customer escalations

  • Identifying and implementing new sales maximising strategies

  • Assisting in the development and translation of templates, internal guidelines and training material

  • Training participants on quality/client service expectations, Quality Assessment Forms, phone systems and procedures

  • Tracking and controlling the established team objectives

  • Monitoring/evaluating performance of individual advisors and implementing targeted action plans

  • Conducting and presenting regular weekly and monthly CSC performance analysis

  • Identifying and proposing new ways of improving operations as well as CX

  • Collaborating in the definition of the Customer Service strategy

[応募資格]

  • + 3 years of previous experience in a Customer Service Manager position (preferably from a luxury or fashion/beauty sector)

  • Excellent command of Japanese and English (both written & spoken).

  • Knowledge of Customer Service-related tools and technologies (preferable Salesforce and NVM)

  • Proficient user of Microsoft Office specially Excel

  • Excellent analytical skills

  • High sensitivity & passion for luxury & fashion

  • Exceptional analytical, communication, problem-solving skills and ability to lead and motivate teams

[勤務時間]
Flex time: 7 hours (core time 11:00-14:00)
Remote work system (2 days in a week)

[選考プロセス]
書類選考、面接数回を予定

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Reference: JO-2110-464633
#LI-REMOTE
Seniority Level:Mid-Senior level
Job Function: Customer Service