Assistant Manager Consumer Service Operations, eCom

Job description

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