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JP

JOB ID 25275

User Support Desk｜User Support Desk SV

  • Logistics & Transportation
  • Sales, Call Center Operations
  • 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 proprietary apps and platforms, the company offers a variety of services, primarily cab dispatch services.
The company is one of only a dozen unicorn companies in Japan and is co-creating new mobility services with a variety of companies.

As a CX department leadership candidate, you will be responsible for the call center You will be responsible for staff training and center operations. In addition, you will also lead the English-language call handling, replying to emails and chats, managing the English version of the chatbot, and translating usage instructions into English.

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Job Description

  • Responsibilities
    Business process improvement
    ・Call center staff management
    ・Call center staff inquiry follow-up and escalation response
    ・Customer support operations (phone/email)* English and Japanese
    ・Chatbot (English version) management
    ・English translation of usage manuals
    ・Planning and execution of new measures to achieve KPI Planning and execution of new measures to achieve KPI
    ・Optimization of customer support operations
    ・Establishment of training system/manual creation
    ・Improvement of service level by sharing VOC internally
  • Requirements
    Experience managing a customer support department in a business company or client work
    ・Ability to read, write and speak simple English (TOEIC score 600 or above / no work experience required)
    *Part of the work will involve English correspondence (emails and phone calls) with overseas customers
    ・Native level Japanese Skills
  • Preferred
    Basic SV duties of a contact center (KPI management, operator training, quality control/monitoring, manual creation/knowledge management, reporting, escalation handling, etc.)
    ・Experienced in a business company of WEB/IT products
    ・He is good at complex coordination involving multiple stakeholders ・He is good at defining user needs appropriately ・He is a good communicator with internal/external customers ・He is a logical thinker ・He is an expert in the field of customer service 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
    ・Experience with new services and new challenges
    ・Experience using CRM/SFA

    ■Personality Requirements
    ・Honesty Able to accept changes in the environment and ambiguity, and be self-driven.
  • Location
    Tokyo
  • Work Style
    Remote working possible, Flex working possible
  • Salary
    ¥5,000,000～¥8,000,000
  • Attractive
    Points
    Japanese company with global opportunities, No relocation, Childcare support system, Weekends and holidays off, Make use of languages Make use of languages, Preparing for IPO, Major corporation, New businesses and services, Management Position

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