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JOB ID 25609
Customer Support (B2C)
- IT
- Sales
- Tokyo
- ¥5,000,000~¥8,000,000
It is a company that develops mobility-related services and promotes the digitalization of transportation and mobility.
Utilizing its proprietary apps and platforms, the company offers a variety of services, primarily cab dispatch services.
is one of only a dozen or so unicorn companies in Japan, and is co-creating new mobility services with a variety of companies.
You will be responsible for the training of contact center staff and center operations. In addition, you will be close to the development department and product improvement projects, so you will be able to be actively involved in service improvement.
Job Description
-
- Responsibilities
- Business process improvement
・Call center staff management
・Call center staff inquiry follow-up and escalation response
・Call center staff education, guidance and training
・Customer support operations (telephone/email)
・Planning and execution of new measures to achieve KPI
・Customer support Optimize operations
・Build training curriculum/prepare manuals
・Improve service level by sharing VOC internally, etc.
-
- Requirements
- At least 3 years of experience as a SV or Mgr in a customer support department in a business or client work
・Basic PC skills (Excel, Word, etc.)
-
- Preferred
- Basic SV duties of a contact center
KPI management, operator training and mentoring
Quality control, monitoring, manual creation, knowledge management
Reporting, reporting, escalation response, etc.
- Experience in a web/IT business
- Good at complex coordination involving multiple stakeholders - Good at defining user needs appropriately - Good at communicating with internal/external customers - Good at logical thinking - Good at managing and managing customer needs - Good at managing customer service and customer support - Good at monitoring customer service and customer support Good at complex coordination involving multiple stakeholders
・Able to properly define user needs as requirements
・Able to communicate accurately with internal/external customers
・Able to think logically
・Able to challenge new services and new things
・Experience using CRM/SFA
■Personality Requirements
・Obtain an understanding of the mission "to make people happy through mobility Understanding and empathy for the mission "to make people happy"
・Honesty, energy, and ability to execute
・Able to accept changes and ambiguity in the environment and run on one's own
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- Location
- Tokyo
-
- Work Style
- Remote working possible, Flex working possible
-
- Salary
- ¥5,000,000~¥8,000,000
-
- Attractive
Points - Childcare support system, Weekends and holidays off, New businesses and services
- Attractive
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