The position involves managing customer relations, providing support to major clients, improving customer service processes, coaching team members, and collaborating across departments. Knowledge of collectibles or trading cards is a plus, and the role requires business-level English proficiency.
業務内容:
Manage top client cases and escalations, maintaining good relationships with clients and providing appropriate responses based on requests
Collaborate with other leaders to address problems and improve efficiency
Support the growth and guidance of team members, acting as a knowledgeable and approachable coach
Respond promptly to team members' concerns and inquiries
Provide support for cases handled by Japanese and US supervisors
Effectively calm, proactively support, and resolve issues in escalated calls and emails from customers
Expedite resolution times at the customer response center, ensuring requests are resolved within support guideline standards
Support label revision requests, research, and quality assurance reviews requested by customers
Monitor the progress of request resolutions as planned
Cooperate closely with operational department leaders to provide feedback on quality assurance request trends and customer data analysis
Work with compensation claim departments to resolve cases via calls and emails
Assist in creating customer response center policies and workflow guides
Actively collaborate on current issues within the department
Partner with IT to enhance and streamline functionalities of the customer response center portal
応募資格:
Short-term college graduate or equivalent education and experience preferred
More than 6 years of experience in customer service and more than 2 years of managerial experience (customer service in the service industry or call center)
Proven achievements in improving consistency, response speed, and quality of customer service processes and job guideline introduction in a large-scale business environment
Successful experience as a department leader and willingness and ability to promote improvement
Positive decision-making ability to build a motivated and capable team
Communication skills: clear and professional communication ability (oral and written) under any circumstances
Interpersonal skills: focused on resolving conflicts rather than blaming
maintaining confidentiality
listening without interrupting
controlling one's emotions
open to new ideas that may benefit departments
Experience using Salesforce or equivalent CRM (implementation experience preferred)
Knowledge and experience in collectibles or trading cards preferred
Business-level English skills (speaking, reading and writing) - required for regular meetings with US supervisors
歓迎条件:
Knowledge and experience in collectibles or trading cards
Experience implementing CRM systems such as Salesforce
