Head of Customer Service (Call Centre), Japan

Role Overview:

Reporting to APAC CS Director, this role will mainly provide service in Japan to Japanese speaking customers in all lines of business in the company. You will play the critical role in the site, be overall responsible and accountable for the day to day operations over Japan CS center with around 100 in-house operators based in Tokyo.


Key Job Responsibilities:

1. Service Operation and Management

• Drive excellent operational performance and customer satisfaction results to meet or exceed agreed targets
• Work out clear and practical operation plan for service team with KPI management policy and methodology
• Develop effective workflow and channels with establishing and optimizing standard procedures and processes
• Continuously seek to improve service performance by driving all kinds of improvement projects in service team
• Ensure all necessary reports are true reflection of operation and available for regular business review
• Identify issues and opportunities for improvement by analyzing root causes based on data
• Lead and develop the direct report members

2. Financial performance:

• Responsible for team budget design, review cost reports on a monthly basis, and identify rooms for better managing cost

3. Team building and development

• Establish motivational organism to maintain high team morale and drive a high level of performance
• Develop and implement employee development plan and retention plan

4. Team Coordination

• Work closely with internal partners from all supporting functions to ensure sufficient resources for service team,
• Work with BPO vendors on service delivery, regular business review and communication

5. Strategy implementation

• Implement the company's strategy in service team, and continuously to improve customer experience by translating local customer voice into actions

Requirements:

• Fluent in Japanese and English with deep understanding of Japanese culture
• Minimum of 10 years of contact centre management experience
• Strong conflict and problem-solving skills
• Ability to generate and present proposals and reports on business operation
• Possess integrity, accountability, professionalism

* You must reside in Japan with a valid work permit

Work Style:

• Hybrid workstyle
• Standard work hour : Mon-Fri 9:00-18:00
• Please note that this role will be expected to handle urgent issues over weekends and public holidays