求人検索
この求人の 取扱い会社 |
マイケル・ペイジ・インターナショナル・ジャパン株式会社/Michael Page International Japan K.K. |
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企業名 | 会社名非公開 |
職種 |
カスタマーサービス - カスタマーサービス/カスタマーサポート
|
業種 | 旅行・ホテル・レジャー・外食 |
勤務地 |
アジア
日本
東京都
|
仕事内容 |
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. |
企業について (社風など) |
Travel Management European Company. |
英語能力 | 流暢 (TOEIC 865点以上) |
日本語能力 | ネイティヴレベル |
年収 | 日本・円 400万円 〜 600万円 |