Customer Service Manager

Job Type
Permanent
Salary
8,000,000 JPY - 12,000,000 JPY per year
Japanese Level
Fluent
English Level
Fluent (TOEIC 990)
Start Date
ASAP
Location
Tokyo

Description

A leading resale website company is hiring Customer Service Manager. As the Customer Service Leader you'll be an integral member of an exciting, hyper growth company as we continue to expand our service globally.

【Responsibilities】
‐ Improve customer service quality results by studying, evaluating, and redesigning processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
‐ Provide translation for all customer facing and internal documents
‐ Utilize strong performance management practices to ensure goals are met/exceeded
‐ Partner with business leaders to implement market specific initiatives, collaborate and innovate to solve business issues, and provide valuable feedback with associated recommendations
‐ Train and manage incoming customer service agents and their associated contracting companies
‐ Handling all customer servicing needs and support, specifically for Japanese customers
‐ Listen and respond to customers' needs and concerns
‐ Research answers or solutions as needed
‐ Work to improve customer service by monitoring support communications


【Company Details】
Our client is the world's first online ‘stock market of things’ for high-demand consumer products, including sneakers, streetwear, watches and handbags. The company connects buyers and sellers using the same methodology as the world's stock markets – an anonymous ‘live Bid/Ask’ market.

【Working Hours】
9:00 - 18:00(Mon - Fri)

【Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【Services / Benefits】
Social insurance, Transportation Fee

Required Skills

‐ 3-5 years in a customer service leadership role
‐ Demonstrated ability to identify performance opportunities and develop and implement action plans to improve performance
‐ Comfortable in a fast-pace, startup work environment - things change here quickly and you need to be able to pivot and adapt
‐ Confident in making independent decisions and owning the outcomes
‐ Proficient in MS Office, google drive, Slack and other common basic office software

Preferred Skills

‐ Experience managing others and keen ability to build their trust
‐ Comfortable strategizing, managing processes and executing
‐ Ability to manage large workloads, prioritize