Manager Customer and Technical

募集要項

仕事内容

Primary Accountability (Reason the position exists)
・Lead Customer Support in Japan to deliver key performance of the teams with respect to gold standards of customer experience
・Being a key leader in the APO Customer Support organization to ensure an excellent customer experience with focus on operational excellence and resource capability
・Support change management to ensure the adoption of enhancement initiatives to build the foundation for Global Customer Support
・Develop & optimise business processes with alignment to best practice synergies, implement standardisation initiatives.
・Lead an customer centric culture across region that exceeds the expectations of our customers to enable customer advocacy, net promoters, builds loyalty and allows customers to be successful in providing best in class veterinary care & diagnostic services.

Key Responsibilities：
・Driving in market customer advocacy & ensuring a customer centric culture
・Ensures the Customer Support departments are operating to exceed customer expectations
・Provide leadership, direction & coaching for direct reports
・Actively participate in operational and leadership meetings
・Monitors and reports on the functional performance of the Support teams and systems, identifying areas to improve the customer experience
・Develop & optimise business processes to be most effective and efficient and ensure alignment
that supports the strategy
・Build and maintain employee morale, engagement and motivation; ensuring the team is appropriately staffed with required competencies ・Seek opportunities to improve operations, including people, processes, and technology
・Ensures customer excellence service levels and standards are set, measured & achieved
・Oversees the active resolution of customer complaints and issue resolution
・Develop & optimise systems, processes, policies and procedures to ensure that a high standard of customer service and responsiveness is documented and maintained  Support effective internal communication between teams and facilitate change management as
required
・Maximise & ensure data integrity and use of systems maintaining compliance, governance & control
・Actively engage and build relationships with key stakeholders to meet growing & future needs
・Identifies best practice sharing ideas & leads positive change with swift execution

応募条件

【必須事項】

・Bachelor’s Degree in Business, Industrial Technology, Engineering or science or equivalent
・5+ years’ plus experience in a customer service/technical support position essential
・5+years’ experience leading a team of customer service/contact centre support staff
・Demonstrated people management experience essential

Professional Skills /Knowledge ：
・Ability to communicate in English and Japanese: Required above TOEIC 800 or equivalent
・Strong customer service skills and in-depth knowledge and experience with Customer Service methodologies and KPI/metrics
・ Experience with developing and executing the strategic plans across teams
・Experience managing to budget and financial resources
・CRM knowledge essential

【歓迎経験】

・Veterinary industry experience desirable
・SAP knowledge desirable

【免許・資格】

【勤務開始日】

応相談

学歴

大学卒以上

雇用形態

正社員

試用期間

6ヶ月

勤務地

転勤の有無

転勤なし

受動喫煙防止措置

屋内禁煙

勤務時間

通常（実質労働時間との連動）
就業時間：09:00 ～ 18:00

勤務開始日

応相談

休日休暇

年間休日数：120
完全週休2日制
年間有給休暇：　10日 ～ 20日
法定休暇：年次有給休暇、産前産後休暇
特別休暇：夏季休暇、年末年始休暇
その他休暇：慶弔休暇、ペット慶弔休暇、ボランティア休暇

年収・給与

年収　　600万円～800万円　経験により応相談

諸手当

通勤手当、退職金制度、育児休業制度、

昇給

年1回

賞与

年俸制

採用人数

1名　

待遇・福利厚生

通勤手当：有
ベネフィットステーション加入制度

各種制度

健康保険：有
雇用保険：有
労災保険：有
厚生年金：有
退職金制度：有

選考プロセス

１）書類選考
２）一次面接
３）最終面接