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Updated 2024-04-02
Activated 2024-04-02

Regional Customer Service Manager - up to 15M JPY

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  • Staff Level
This posting is managed by: Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Company Name Company is not publicly visible
Job Type
Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社
Customer Service - Call Centre Manager/SV
Industry Tourism/Hotels, Lodging/Restaurant, Food Services
Location Asia Japan Tokyo

Job Description We are seeking an experienced and dynamic Service Delivery Manager to lead our Customer Service (CS) operations in Japan. As part of the APAC Service Team, you will oversee a team of approximately 100 in-house employees based in Tokyo, Japan. This critical role is responsible for ensuring the highest level of service delivery to our Japanese-speaking customers across all Lines of Business within the company.


Description

* Lead and manage the day-to-day operations of the Japan CS center.
* Develop and execute strategies to enhance customer satisfaction and loyalty.
* Ensure the team meets and exceeds service level agreements (SLAs) and performance metrics.
* Foster a culture of continuous improvement and operational excellence.
* Collaborate with cross-functional teams to resolve customer issues and escalations.
* Implement and monitor quality assurance programs to maintain service quality.
* Provide coaching and development opportunities to team members.
* Handle budgeting and resource allocation for the CS center.


Profile

* Minimum of 10 years of people management experience in a customer service environment.
* Native-level proficiency in Japanese is required.
* Fluent in English (written and spoken).
* Strong leadership and team-building skills.
* Excellent communication and interpersonal abilities.
* Proven track record of achieving and exceeding performance targets.
* Experience in the travel industry is a plus.


Job Offer

* Competitive salary and performance-based bonuses.
* Comprehensive benefits package, including health insurance and retirement plans.
* Opportunities for career growth and development within a global organization.
* A supportive and inclusive work environment.
* The chance to make a significant impact on the travel experiences of millions of customers.


To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698.
Company Info Global Travel Company.
English Level Fluent (TOEIC 865-)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 10000K - JPY 15000K   
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