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

Escalation Manager up to 6M 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 - 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   
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Escalation Manager up to 6M JPY

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