募集要項
- 仕事内容
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1. Customer Experience Projects
We are continuously seeking to improve our customer experience. For this we have multiple projects running in parallel at any given point in time. These projects need to be organized and tracked to ensure the best possible impact for our customers. With the support from Manager, you will play a key role in driving these projects.
2. Process Governance
All modules of the call center have different requirements and processes. These need to be documented and well understood by all stakeholders. Your responsibility will be to within the framework for the Process Governance.
Processes and systems keep changing and new efficiency gains can be realized. You need to be aware of these possibilities and proactively change processes accordingly.
3. Contract Management
You will be responsible for managing the ever-changing landscape of requirements for our call center supplier.
New needs arise and old requirements become obsolete. This natural cycle needs to be quantified and reflected into the contract(s) we have with our suppliers.
Engage in communication with both the supplier, internal business departments and Purchasing to find the best possible solution and to manage expectations.
4. Relationship Management
For this position you will be required to interface with a multitude of internal and external stakeholders.
As Customer Support, we are in the unique position to catch the customer’s voices, package them meaningful insights and communicate those throughout the entire company.
Once the actionable measures have been developed by the responsible departments, we are partially responsible for their implementation. Also, we will be able to track the results and the improvement in customer satisfaction.
- 応募資格
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- 必須
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・ Bachelor’s degree required, Master’s degree is preferred.
・ 5 or more years as in a call center/experience in steering a call center.
・ 3 or more years in a business department in Financial services or a Customer facing position.
・ Japanese and English native or fluent language skills
・ Strong communication skills in writing, speaking, and presenting
・ Time management to keep due dates of deliverables are essential, and excellent coordination skill with many stakeholders is needed.
・ Solid understanding of data driven process steering
・ Good knowledge of financial service processes and/or call center business
・ Strong analytic thinking and structuring
・ Ability to work in fast-paced business environment with strong organizational skills.
・ Self-motivated, results-driven and strong attention to detail.
- 雇用形態
- Full Time
- 勤務地
- Tokyo
- 年収・給与
- JPY 6,000,000 - 8,500,000 (Based on skills and experience)
- 待遇・福利厚生
- 社会保険完備、その他会社が定めるプログラム
- 休日休暇
- 完全週休2日制 （土・日）、祝日、年末年始休暇、有給休暇
- 選考プロセス
- 書類選考、面接数回、を予定
