カスタマーサービスアシスタントマネージャー/ Assistant Customer Service Manager

A leading on-demand delivery platform is looking for an Assistant Customer Service Manager. The selected candidate will lead customer service operations, manage escalations, improve workflows, and support team performance across key service metrics.

Responsibilities:

• Supervise and coach customer service agents and team leads
• Oversee daily workflows to achieve response time, resolution rate, and CSAT targets
• Handle complex user and driver complaints with a solution-focused approach
• Identify service gaps and implement data-driven process improvements
• Collaborate with Marketing, Sales, and Driver Operations on customer service initiatives
• Analyse performance data and present actionable insights to management

Requirements:

• 3-5 years of experience in Customer Service or Operations
• 1-2 years of experience in a supervisory or leadership role
• Experience in logistics, eCommerce, or a high-growth startup environment
• Proficient in CRM tools, Google Workspace
• Skilled in MS Excel
• Native-level Japanese; business level English

About the Company:

A leading on-demand delivery platform providing fast and reliable logistics solutions. With a focus on innovation, they connect businesses and individuals to drivers for efficient and flexible delivery services.

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: XWX51B