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Updated 2025-04-14
Activated 2025-04-14

Head of Customer Care for global optics company

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 Medical/Healthcare Services
Location Asia Japan Osaka

Job Description The Head of Customer Care Center will oversee all operations within the customer service department, ensuringefficient service delivery, customer satisfaction, and continuous improvement. This leader will be responsible formanaging a team of customer service representatives, developing strategies to enhance service levels, resolvingescalated customer issues, and implementing customer service best practices.


Description

🧭 Strategic Leadership

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Define and implement the customer care strategy aligned with corporate goals and vision.
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Drive initiatives to enhance the customer journey, loyalty, and satisfaction.
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Act as a voice of the customer in cross-functional leadership discussions.

🛠️ Operational Oversight

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Oversee daily operations of the Customer Care Center (inbound/outbound support, order management, issue resolution).
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Ensure service level agreements (SLAs) and KPIs are consistently met or exceeded.
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Optimize customer care processes through continuous improvement and lean principles.

👥 Team Management & Development

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Lead, develop, and inspire a diverse team of customer service professionals.
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Build a high-performance culture through training, coaching, and performance reviews.
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Foster a positive, collaborative, and customer-centric work environment.

📊 Customer Experience Excellence

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Monitor and analyze customer feedback and metrics to identify areas for improvement.
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Implement technologies or platforms (e.g., CRM, AI tools, ticketing systems) to improve customer interactions.
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Profile

Desired Background:

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Strong experience in customer service leadership, ideally in healthcare, optics, or tech-enabled manufacturing.
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Proven skills in process improvement, change management, and customer relationship management.
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Experience with SAP, CRM systems, and possibly Lean Six Sigma methodologies.


Job Offer

👁️ Purpose-Driven Work

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Enhancing Quality of Life: Products directly improve people's vision and quality of life, giving the work strong purpose and social value.
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Healthcare Relevance: Strong alignment with health and wellness sectors makes it an impactful career choice.

🏢 Strong Organizational Culture

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Collaborative Environment: Emphasis on teamwork and knowledge-sharing across global teams.
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Diversity & Inclusion: A multicultural workplace with inclusive values and global perspectives.

📈 Career Growth Opportunities

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Training & Development: Offers structured development programs, internal mobility, and learning opportunities.
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Global Mobility: Potential to work in international locations and on cross-border projects.

💼 Stability & Structure

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Part of a Larger Group: Operates under a strong, financially stable parent organization with a long history.
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Employee Benefits: Competitive salary, robust benefits packages, and a focus on work-life balance.

🌱 Sustainability & Ethics

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Commitment to Sustainability: Emphasizes environmentally responsible practices and corporate social responsibility.
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Ethical Standards: Known for high integrity and compliance in business operations.
Company Info This global leader specializes in optical and optoelectronic technology, particularly focused on vision care solutions. The company designs and manufactures high-quality lenses for eyeglasses, along with advanced diagnostic instruments and digital tools to support eye care professionals. With a strong foundation in innovation and precision engineering, it operates worldwide, collaborating closely with eye care providers to enhance visual experiences. The company is also deeply committed to research and development, continuously pushing the boundaries in optics and eye health technology.
English Level Daily Conversation Level (TOEIC 475-730)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 10000K - JPY 13000K   
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