Service Area Manager, Retail Customer Care
Service Area Manager, Retail Customer Care
Posted on :
21-08-2025
Employer Active
1 Vacancy
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Job Description
Responsibilities includes not limited to;Lead a team of team managers and oversee the management of the specialistsCultivate and maintain a positive and motivating work environment by promoting teamwork and focusing on engaging employee relationshipsEnsure that quality customer service levels are achieved (monitor and drive operational metrics: daily weekly monthly quarterly)Monitor customer satisfaction and the Voice of the Customer to continuously improve the specialists ability to deliver best in class experiencePartner with HR and the operations team to plan and manage hiring and staffing plansEnable a culture of continuous improvement across all levelsWork with the global team on the deployment and execution of worldwide initiativesContribute to the formulation and implementation of the wider business plans strategies and tactics within the Retail Customer Care teamContinually review systems and processes to improve both employee and customer experience
- Minimum 3-5 years leadership experience in a Customer Service/Contact Center
- Strong communication skills
- Fluent in Japanese and English
- Knowledge and experience in e-commerce environment
- Experience working for a global organization within the technology sector
- Strong analytical ability and good track record in decision making supported by good business acumen
- Strong collaboration skills with experience working in a matrixed organization
Required Experience:
Manager
Employment Type
Full-Time
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