Job Description
<Number of employees : Total : 1000+ Local : 990 Japanese : +/-10 > <Report Line : E-commerce Manager > <Team Member: 2 persons> <Number of Subordinates: 0 persons > <Products: Apparel > <Clients: B2C > <Saturday Working: Yes (Depends) > <Job Responsibilities> ・Have direct oversight of key performance indicators, customer satisfaction, performance monitoring, and associate development/mentoring. ・Help maintain a comprehensive knowledge base library with diverse resources for associates to have at their disposal and to use quickly and effectively to resolve customer issues. ・Help assess Standard Operation Procedures and workflows to identify ways to improve increase customer satisfaction and operational efficiency. ・Help coordinate new program and technology initiatives. ・Leverage data, reporting, and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders. ・Create associate performance management program and carry out improvement plans as needed. ・Assist with recruiting, hiring, and on boarding contact center associates. ・Establish employee engagement & incentive program to motivate employees and maintain a positive, enriching environment ・Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans, and business continuity actions. ・Identify process improvement opportunities to drive operational efficiencies ・Direct and supervise team leaders, providing coaching, mentorship, and development ・Serve as key liaison between the contact center site and Australian and Japan Headquarter offices to ensure open stream of communication. ・Serve as escalation point in resolving urgent or critical customer service issues beyond the scope of a team leader or associate. ・Other duties as assigned.
Job Requirement
<Necessary Skill / Experience > ・Bachelor’s degree in Management, Business Administration, or related field or equivalent work experience preferred ・At least 3 years’ experience in B2C retail & e-commerce customer service experience required ・At least 3 years of Contact Center experience preferred ・Proven organizational, project management, and analytical skills ・Ability to create strategy and tactical approaches to address issues ・Ability to rapidly acquire a thorough knowledge of processes and procedures; Ability to effectively communicate those processes and procedures and map out visually ・Great communication skills; both verbal and written ・Proficient skills in Microsoft Word, Excel and Power Point ・Outstanding organizational, planning and problem solving skills with the ability to prioritize multiple issues and produce solutions ・Possess a clear vision and personal drive to optimize business and customer value ・Ability to influence people and performance at all levels of the organization ・Experience with call center phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred ・Ability to manage time and deadlines, as well as the ability to adapt to the ever-changing priorities of the business ・Must be able to work nights, weekend, and holidays