QUALIFICATIONS

• With at least 2 years of experience in voice customer service centers or related customer support work
• Excellent English proficiency and intermediate to advanced level in Japanese management roles
• Good cross-departmental communication, coordination skills, and customer service expertise
• Can compile, produce, and report customer service summaries
• Favorable traits include responsibility, friendliness, politeness, and good listening skills

RESPONSIBILITIES

• Develop, organize, and monitor internal team activities and action plans
• Determine appropriate strategies and objectives for the team
• Lead, manage, develop, and evaluate the performance of customer service representatives
• Set deadlines, budgets, and plans for activities and manage them
• Allocate and manage resources for risks, internal changes, and other situations
• Responsible for internal personnel changes and subcontractor management
• Resolve management issues in projects
• Report and update the team’s status to the Customer Service Program Manager
• Collaborate with other customer service team managers to provide effective feedback to improve internal processes and output quality
• Fulfill other duties and responsibilities assigned by immediate supervisors, project managers/dept. heads, and higher-level management