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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 - 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 |
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