[職責說明]

☑客服組長及組員的選用、培訓、輔導、管理、效考核訂定及主持例行性會議。

☑協助客服組長及組員處理特殊客訴案件。

☑彙整業務相關報表資料，建立各項客服相關管理表單與分析，有效強化及管控內部稽核執⾏能⼒。

☑與客戶進行例行性會議及關係之維護，了解客戶預期績效。

☑確認各組間的軟、硬體設備及人力完善無虞，必要時預先與所負責部門申購設備與資源。


[職務要求]
☑英文精通、日文中等以上程度
☑具備2至3年電話客服中心管理經驗
☑具備良好的跨部門溝通、協調能力及客服專業知識
☑客服表單及報表彙整、製作能力
☑細心負責、親切有禮、良好的傾聽者

[Job Description]

☑Assign and delegate work tasks to team leaders according to current customers' demands.

☑Hold regular meetings with all departments, team leaders and the whole management team.

☑Help agents with challenging customer service issues.

☑Liaise and developed a close rapport with current customers.

☑Liaise with the technology department to ensure equipment and technological resources for operations are in working order.

☑Maintain open line of communication between staff and senior management.

☑Carry out performance reviews and reports, capacity planning, and technological evaluation to determine action plan for improved operations



[Requirement]

☑ 2-3 years of experience in call center or customer service management

☑ Exceptional customer service and communication skills.

☑ Proficient in English and Japanese.

☑ Adept at courteously interacting with customers and ensuring their requirements are met.

☑ Outstanding leadership qualities and problem-solving skills.

☑ Direct and manage all team leaders in order to achieve set objectives.

☑ Provide solutions for customers' issues and complaints.