カスタマーサービスマネージャー/ Customer Service Manager

A renowned eCommerce startup company is looking for a Customer Service Manager. The selected candidate will enhance service efficiency and ensure customer satisfaction through continuous improvement initiatives.

Responsibilities:

• Assess and develop service procedures, policies, and standards
• Analyse customer service statistics and compile accurate weekly reports
• Recruit, lead, coach, and motivate onshore and offshore customer service teams
• Foster a supportive environment that encourages team excellence and empowerment
• Monitor and improve efficiencies across all service channels
• Develop and introduce processes to improve customer service systems and tools
• Solve critical problems independently and collaborate with management on key issues
• Close the customer feedback loop by analysing insights to drive re-purchase and positive word-of-mouth
• Monitor resources and optimise assets to meet qualitative and quantitative targets

Requirements:

• More than 5 years of experience in providing customer service support (online)
• Proven experience in managing customer service teams
• Knowledge of the latest industry technology trends and applications
• Proficient in customer service software, databases, and tools
• Advanced troubleshooting and multi-tasking skills
• Ability to develop processes and improve operational efficiencies
• Native level Japanese; business level English

About the Company:

A high-growth eCommerce startup company, specialising in innovative furniture. The company is renowned in both Australia and Japan for its tech-driven approach to marketing, retail, and customer service.

Keywords:

カスタマーサービス, 顧客満足, チームリーダーシップ, サービス改善, データ分析, 求人, 外資系

2130320/001