カスタマーサービスプランナー/ Customer Service Planner

A multinational consumer goods company is looking for a Customer Service Planner. The selected candidate will drive operational excellence across registration, payment, and order processes while leading payment strategy, fraud prevention, and vendor management initiatives to enhance customer experience and business performance.

Responsibilities:

• Develop and execute business and budget plans for co-branded cards and payment operations
• Plan and implement campaigns and benefits based on user data and performance insights
• Align stakeholders to balance service quality, profitability, and operational efficiency
• Develop and implement fraud prevention strategies based on transaction and traffic analysis
• Improve fraud-related operations and drive process efficiency
• Collaborate with credit card companies, payment vendors, and fraud detection providers
• Lead vendor selection strategies including RFP design and evaluation processes
• Manage contract negotiations and maintain vendor relationships
• Ensure compliance with relevant regulations including the Instalment Sales Act, Specified Commercial Transactions Act, and AML laws
• Ensure stable and accurate operations for registration, payment, and order processes
• Improve operational efficiency and service quality
• Support reporting and visualisation of business performance for decision-making
• Optimise customer and ABO experience across payment and ordering processes
• Collaborate with IT and Digital teams to support system and process improvements

Requirements:

• Strong understanding of end-to-end business processes and operations management
• Experience standardising workflows and managing cross-functional operations
• Experience handling complex issues across multiple systems and stakeholders
• Experience working with IT and Digital teams on system and project improvements
• Experience with CRM or customer service tools such as Zendesk or Salesforce
• Understanding of customer-related systems and operations
• Understanding of regulations including consumer protection and data privacy
• Basic knowledge of payment systems, fraud prevention, and risk management
• Experience in reporting and performance tracking
• Understanding of market trends, customer behaviour, and CRM operations
• Professional level Japanese and English

Preferred requirements:

• Experience in payment operations or fraud prevention
• Understanding of B2C or MLM business models

About the Company:

An international consumer goods organisation with widespread marketing and distribution operations, this company has achieved global success through its innovative business model. Continuing to expand its reach, this organisation is a global leader and a renowned name in its field.

Keywords:

カスタマーサービス, 業務改善, 決済管理, 不正対策, ベンダー管理, データ分析, プロセス改善, 顧客体験, リスク管理, 求人, 外資系

Job Ref: HWAJJ2