Customer Service Manager - You love Fashion - no overtime | Michael Page International Japan K.K./マイケル・ペイジ・インターナショナル・ジャパン株式会社の求人詳細

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更新日 2019-02-21
掲載開始日 2019-02-21

Customer Service Manager - You love Fashion - no overtime

  • ★★★★ マネージャーレベル
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人材紹介
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
企業名 会社名非公開
職種
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
カスタマーサービス - コールセンター管理/オペレータ管理
業種 流通・小売
勤務地 アジア 日本 東京都

仕事内容 You will be responsible of a current team of 20 Customer service Employees and will work together with the Head of Customer services on Strategy, KPI and escalated issues.


Description

* Responsible for executing the global service strategy, ensuring SLAs are achieved
* Provide leadership for the team by inspiring them with the companies vision, setting clear objectives, ...
* Monitor real-time workload and queues/backlog across all channels; reallocate team as necessary
* Identify individual rep training needs, train/coach Customer Service Advisors and coordinate with Training team for continuous education
* Be an ambassador of the luxury industry, providing insight to the team on brands, tone of voice and how to respond to the high end customer
* Manage team attendance and report any discrepancies to Work Force Manager
* Lead daily Kaizen/continuous improvement efforts with team to ensure high level of service
* Assess daily/weekly service levels and quality of service; implement service improvement strategies
* Act as final point of escalation for team for customer or IT related issues
* Identify key areas of improvement and partner with global management team to implement tailored policies, procedures, technical improvements and training programs to address those areas
* Work with Real-Time Analyst to manage staffing plans to ensure capacity is met, taking into consideration on and off-peaks
* Provide weekly customer feedback report
* Manage customer related costs
* Work closely with global CS Managers to ensure consistency of service and productivity
* Act as liaison and point of contact for other departments to ensure a customer focused approach to business initiatives
* Limited international travel may be required


Profile

* Proven leadership and management experience (5+ years) ideally within a company that has a high volume of Customer calls
* Interested in Fashion
* Positive, proactive attitude
* Ability to work under pressure in a fast-paced environment
* Ability to confidently manage and organise a team
* Ability to make sound decisions with a strong sense of urgency
* Ability to work with all levels within an organization
* Excellent verbal and written communication skills and people management skills
* Passion for providing exceptional customer service
* Proficient user of IT systems, both customer service specific and windows packages


Job Offer

You will receive a competitive salary + yearly bonus and other advantages.

There is no over time at the company.
企業について
(社風など)
Our client is a global technology platform for luxury fashion, creators and consumers. They have a flat structure, they are flexible and have no overtime!
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 700万円 〜 900万円   
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