カスタマーエクスペリエンスマネージャー/ Customer Experience Manager

A multinational healthcare company is seeking a Customer Experience Manager. The selected candidate will lead customer service strategy, operations, and continuous improvement to elevate the customer journey.

Responsibilities:

• Develop Japan’s customer service strategy and guide third-party CS teams
• Oversee escalations and resolve customer disputes
• Create and update country-specific CS knowledge base content
• Review KPIs and implement improvements to enhance service quality
• Analyse call drivers and design solutions to reduce volume or enable self-service
• Lead customer experience initiatives in collaboration with cross-functional teams

Requirements:

• Bachelor’s degree or above in business, marketing, or management-related subject
• More than 4 years of experience in managing both in-house or an outsourced call centre
• Experience in setting up a customer service call centre
• Prior experience in customer journey design through multiple channels
• Fluent level written and spoken English and Japanese

Preferred requirements:

• Prior sales experience
• Proven Healthcare and/or Medical Device background

About the Company:

A multinational healthcare organisation, this company has a long history of providing high-quality medical products to professionals across the globe. Now with a diversified product range serving a number of industries and a large global workforce, this company is a powerful force in the international healthcare market.

Keywords:

カスタマーサービス, サポート, コミュニケーション, 接客, 求人, 外資系

Job Ref: W5K7BQ