Head of Customer Service (Call Centre)

As the Head of the Call Centre, you will have the responsibility to improve the overall operations of the call centre, increase the business potential of the Brand's stores and the potential of the sales staff who interact with clients, thus contributing directly to the growth of the business.

Main Responsibilities:

• Manage and improve the overall operations of the call centre (Centre consists of 8-10 internal members including 2 managers plus BPO with around 50 people)
• Develop strategies to manage telephone numbers across all channels including toll-free, SAB, department stores, and wholesale stores with a solid business rationale
• Workforce Optimization: Implement strategies for balancing service quality and operational efficiency
• Omni-channel Integration: Implement omni-channel solutions like endless aisle, web booking, and online appointments to ease pressure on physical store fronts
• Enhance knowledge sharing through manuals, FAQs, and knowledge management systems (about the company's products)
• Introduce training systems to prevent high turnover rates
• Develop and implement information management systems and training programs for the call center operators
• Collaborate with stakeholders across global, corporate, IT, and business units for seamless execution
• Enhance customer interactions by using technology such as IVR, chats, chatbots, and AI-powered channels

Requirements:

• Experience in call centre management with at least 20 staff, including provision of training and creation of FAQs and manuals
• Native level of Japanese - minimum N1 level with great knowledge of Keigo
• Good command of English is required to sometimes communicate verballywith other Regional Teams and for occasional presentations
• Great listening and communication skills to be able to juggle tasks and communicate between different departments
• Tech oriented - Knowledge of IT system-development processes, Analytics, and AI empowerment tools is a plus
• Experience in system implementing project lead is a plus
• Knowledge of the industry is a plus but not mandatory