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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 |
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Company Name | Company is not publicly visible |
Job Type |
Customer Service - Customer Support
|
Industry | Tourism/Hotels, Lodging/Restaurant, Food Services |
Location |
Asia
Japan
Tokyo
|
Job Description |
Are you passionate about turning unhappy customers into raving fans? Do you thrive in environments where you can lead and guide teams towards delivering exceptional support? We're looking for a dynamic Escalation Manager Stand Alone to join our team and champion customer satisfaction like never before. Description Responsibilities: * Take charge of top-tier support for members expressing dissatisfaction or providing detractor scores in our NPS survey. * Oversee the management of complaints by providing guidance to Customer Support teams, Team Managers, and related roles through effective quality assurance, coaching, and training programs. * Drive success metrics by reducing personal escalations, decreasing refunds and gestures, and increasing member retention post-resolution. * Actively and transparently receive newly raised complaints assigned by Managers, VoC team, or Feedback Inbox, and oversee their management through to resolution. * Take ownership of complaints, ensuring successful resolution and escalation in accordance with company and Corporate Service Level Agreements (SLAs). * Demonstrate a comprehensive understanding and knowledge of corporate client SLAs and service deliverables. * Accurately document all owned complaints by the third working day of the following month. * Extract valuable insights from member complaints to continually enhance our service delivery. * Identify and propose enhancements to complaint handling processes and efficiency measures. * Be readily available via phone and email to receive urgent complaints and escalations. Profile * Demonstrated effectiveness in handling phone-based complaints from Japanese clientele. * Proficiency in project management and implementing organizational changes. * Previous involvement in positions where success hinges on the capacity to coach or influence others. * Background in contributing to a high-performing management team. Job Offer Benefits: * Hybrid work environment. * International work culture. * Work from anywhere in the world: 2 months per year, with a maximum of 4 weeks at a time, twice annually. * Paid holidays: 10 days per year. * Reach 5th year milestone and enjoy 1 month of holiday. * Additional 9,000 JPY monthly WFH allowance for remote work. 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 | Travel Management European Company. |
English Level | Fluent (TOEIC 865-) |
Japanese Level | Native Level |
Salary | JPY - Japanese Yen JPY 4000K - JPY 6000K |
Recruiter
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