CS Manager - 化粧品会社

勤務地 東京都
雇用形態 正社員
給与 ¥7000000.00 - ¥9000000.00 (年収)
専門 サプライチェーン、購買、物流,
職種 カスタマーサービス, コールセンターオペレーション,
お問合せ Jeongmi Kim
JOB ID JO-2111-465806
about Jeongmi Kim

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




  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)


  • 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


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





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