Assistant Manager Consumer Service Operations, eCom

Tokyo, 日本 · 27 日前に掲載

求人詳細

所在地: Tokyo, 日本

職務内容

Purpose & Overall Relevance for the Organization: • Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services • Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth Key Responsibilities: Strengthen link between business and consumers through optimal operations of response to consumer 【 Consumer response quality improvement 】 Maintain and improve consumer satisfaction throughout optimal response to consumers • Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors) • Establish structure to share internal information about marketing and products, etc. in a timely manner • Deal with serious complaint in a sincere and fair manner and develop relationship with consumers • Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices 【 Strengthen consumer Information feedback 】 Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services • Review VOC regularly and consolidate consumer information • Share consumer information with related departments and lead internal improvement 【 eCom / Customization Program 】 Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth. • Drive smooth operation for this area related with Global, eCom • Build and maintain consumer response structure for eCom consumers in call-center • Ensure product supply to eCom consumer with Logistics vendor • Build and maintain Customization program operation • Web order operation support • Delivery information management • QC management (Product inspection) • Reproduction operation • Defect registration / information gathering 【 Business Improvement Initiatives 】 • Execute daily tasks surely with thinking and efficiency • Provide improvement plan for quality of work • Review manuals / workflow as needed and coincide these with actual situations Key Relationships: • Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS • Key interfaces (external): Call-center (HCL), eCom Logistics Knowledge, Skills and Abilities : • Customer Correspondence 　[Experience in consumer correspondence] • Web-related knowledge • PC operation knowledge • Play to Win • Team Up for Top Result • Think Customer / Consumer • Negotiation skill • Communication skill • Results-oriented [A strong desire to achieve goals] • Passion for sports • Ability to propose • Stress tolerability Requisite Education / Qualifications: • University degree • Outlook Intermediate • Word Intermediate • Excel Intermediate • PowerPoint Intermediate • Japanese Business Level • English 　　 Conversational

Maison

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