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Customer Support Centre/Chiba Full timer Operation Manager

Honchō, Chiba-ken - Informaciones sobre la localización de la oferta Customer Relations Jornada completa

Descripción del trabajo


* You need to have Japanese language skill in spoken and written at business level. (such JLPT score above N2 level)

- Contact centre experience.
- Performance development and coaching skills to develop people.
- Ability to think strategically and a clear ability to turn the strategy into operational plans.
- Understanding of the critical success factors for a customer support centre.
- Extensive experience in change management.
- Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.
- Proven experience of being a valuable contributor to customer satisfaction and business unit results.
- Self-reliant and motivated with a proven ability to work as part of a team as well as independently.
- Self-confident with the ability to influence through the use with customer insights.
- Know how to manage and develop complex processes.
- Strong organisational skills and the ability to prioritise.
- Proven record of successful leadership in a people-centric organisation.


'- Contribute to the creation of the unit action plan and implement the appropriate actions in the area of responsibility.
- Plan required resources and investments in order to achieve operational excellence in line with customer expectations and service level goals.
- Ensure required service agreements are in place to secure operations and performance according to business needs.
- Support the dimensioning process as an enabler to meet service level goals.
- Responsible for ensuring that the department works ethically and in compliance with internal regulations and legislation including: consumer protection, risk, environment, health and safety.
- Ensure a customer focused culture in all non face-to-face contacts and secure a positive and seamless customer experience.
- Ensure the building of business competence by supporting managers in setting and working on relevant goals and agreed development plans
- Benchmark with other units and the contact centre industry in general in order to get best practice and good ideas for developing the business.
- Build relations to stakeholders within country and global organisation to gain and share experience and knowledge essential to the unit to remove obstacles.
- Identify and develop the many talents within the department to secure succession planning.

You will report to Country Customer Support Centre Manager.


Operation Manager (Customer Support Centre ) Full Timer (40hours/week)

To support a seamless customer journey by offering an inspiring and rewarding customer experience with great quality for all non face-to-face contacts. Provide fast and easy support in every customer contact to fulfill customers' expectations. Ensure that optimal staffing is meeting customer and co-worker expectations. Ensure the customer support processes are followed.