CS経験・知識マネージャー/ CS Experience & Knowledge Manager

An international consumer goods organisation is looking for a CS Experience & Knowledge Manager. The selected candidate will manage customer service knowledge, VOC initiatives, capability development, and continuous improvement to strengthen customer experience and self-service resolution. This is a hybrid role.

Responsibilities:

• Develop FAQ strategies and manage knowledge assets, quality, governance, and utilisation
• Drive KCS programs, including quality reviews, process improvements, adoption, and training
• Analyse Voice of Customer data, identify trends, and recommend improvements to relevant teams
• Design training, cross-training, knowledge transfer, and capability development initiatives
• Identify customer experience issues and improve FAQs and self-service solutions
• Collaborate with internal stakeholders to resolve customer issues and improve service quality and efficiency

Requirements:

• Bachelor’s degree or equivalent
• Experience designing and managing FAQs
• Prior experience managing Knowledge Bases
• Proven customer experience & VOC
• Previous experience in talent development
• Background in knowledge quality management
• Prior experience in improving customer experience
• Proven background in driving continuous improvement activities
• Strong knowledge design skills
• Skilled in root cause analysis
• Knowledge of Customer Journey
• Familiarity with KCS principles
• Professional level Japanese and English

Preferred requirements:

• Experience operating Knowledge Management systems
• Prior experience in VOC analysis
• Proven contact centre operations experience
• Background in Customer Experience improvement
• Prior background in a global project
• Understanding of COPC
• Possess valid KCS certification

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, サポート, コミュニケーション, 接客, 求人, 外資系

Job Ref: 0QLN52