Head of Customer Service

A global life science company is looking for a Head of Customer Service. The selected candidate will lead the Japan Customer Service organisation, develop customer service strategies, enhance customer experience, and drive operational excellence across customer support channels. This is a hybrid setup role.

Responsibilities:

• Lead and manage the Japan Customer Service organisation
• Develop and execute customer service strategies to improve customer experience, retention and operational efficiency
• Coach and mentor Customer Service Managers to build a high-performing team
• Collaborate with cross-functional stakeholders to improve customer experience and resolve customer issues
• Establish and monitor customer service KPIs and performance metrics
• Manage customer escalations and drive timely resolutions
• Develop and manage the customer service budget
• Prepare reports and presentations for senior management

Requirements:

• Bachelor’s degree or above in a relevant field
• More than 10 years of experience in customer service, customer success, or related roles within the life science industry
• Proven experience leading and developing high-performing customer service teams
• Strong communication, interpersonal and stakeholder management skills
• Strategic planning and customer service strategy development experience
• Proficiency in data analysis and performance metrics
• Ability to manage sensitive information with confidentiality
• Professional level Japanese; business level English

Preferred requirements:

• Master's degree or MBA

About the Company:

A globally recognised company in the life science industry, providing innovative products and solutions that support healthcare, research and scientific advancement. The organisation offers a collaborative environment focused on customer excellence, continuous improvement and innovation.

Keywords:

カスタマーサービス, カスタマーサクセス, 顧客対応, 顧客体験, カスタマーサポート, サービス戦略, チームマネジメント, KPI管理, ライフサイエンス, リーダーシップ, 求人, 外資系

Job Ref: N1HZ72