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| 部署・役職名 | 【売上世界トップ外資系化粧品メーカー※】Customer Service Manager |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
POSITION PURPOSE The Customer Service Manager enables ＊＊＊’s delivery of exceptional customer service across our online platforms by building effective relationships at a market, Zone and global level and management of ＊＊＊’s in－house team. MAIN RESPONSIBILITIES Brand － Masters brand and category knowledge ・Stays continuously up to date with ＊＊＊’s positioning in the retail and online marketplace, to inform decisions and directions for the Customer Service Team that result in growth and commercial success ・Responsible for fostering effective collaboration with our internal departments to capitalize on the our ecosystem's advantages, all while rigorously upholding and championing ＊＊＊'s unique brand integrity. ・Engage with Zone and global stakeholders to identify opportunities for marketing and promotional activations through customer service channels Business － Ensures maintenance of key operational essentials within the team ・Identify areas where processes and systems require improvement and work with rmarket, Zone and global stakeholders to illicit change ・Drive strategic Customer Service service enhancements, acting as the project lead for critical implementations like customer service platform integration/migration and improvements/upgrading Order Management System （OMS）. ・Closely monitors that the Customer Service Team adherence to all key ＊＊＊ and our policy and processes. ・Works in close partnership with Assistant Customer Service Manager to manage sensitive and escalated cases. ・Manage any PR or Legal risk by identifying and escalating any issues present through Customer Service Channels. Customer － Elevates seamless customer experience ・Resolve escalated customer complaints and issues, adhering to the ＊＊＊ Values, Communication Guidelines and escalation processes. ・Establish best practices by gathering and sharing insights from the retail and online counterparts （Retail Business ・Managers, North Asia Customer Service Managers） to drive the omnichannel experience. In partnership with Assistant Customer Service Manager, introduce these best practices to the Customer Service Team. ・Based on customer insights, diagnose challenges across omnichannel issues and take the lead in collaborating with internal stakeholders to implement solutions that enhance the customer journey. ・Liase with the Global DMI team to inform where the Customer Service Team would require further training, resources and further coaching in the following areas: － Consultation and selling － Product knowledge － Third party marketplaces － Live consultation － Issue and risk Management ・Establish and foster a partnership with Retail leadership to expose the Customer Service Team to working regularly in a retail environment, strengthening the omnichannel experience. ・Support the team in handling customer enquiries from third party marketplace customer to ensure consistency in experience across all ＊＊＊ online channels. Performance － Drives self－performance and team development ・Tracks, reports from key datasets, cascading pertinent information to: Global team － Retail Team （by means of attendance monthly retail meetings, trade meetings） － Customer Service Team ・Analyse key performance indicators through key datasets, investigates and discusses performance on a regular basis to the Customer Service team to drive productivity and sales performance. ・Executes and reviews performance delivered through the Quality Assurance Programme in region by ensuring that: － Customer Service Team are actively engaged in quality review － Customer Service Team receive regular coaching and feedback on tickets from Assistant Customer Service Manager ・Works with ＊＊＊ Online Business and Customer Service Manager to project headcount and resources to influence regional HR in recruitment of future customer service roles. ・In partnership with the Assistant Customer Service Manager, foster an invigorating culture of growth and development through acknowledging success, empowering the team and building strategic career development plans. （※売上世界トップ外資系化粧品メーカー:BEAUTY PACKAGING「世界の化粧品メーカー売上ランキング」調べ） |
| 労働条件 |
勤務時間：フレキシブルタイム 5:00 － 22:00（コアタイムなし） 雇用形態：正社員 給与詳細：Up to 11M |
| 応募資格 |
【必須（MUST）】 SUITABILITYPeople who thrive in this role: ・ Possess outstanding communication skills ・ Possess exceptional leadership skills ・ Builds partnerships with the right people in the business to drive results ・ Enjoys analysing data to inform decision ・ Motivated by commercial successes and growth and progression within a team POSITION REQUIREMENTS Experience ・ Management experience in an Online Customer Service or Online Support ・ Working with cross functional departments across a business ・ History of upskilling or onboarding team members ・ History of successful change management ・ Highly desirable: omnichannel experience － working in both Retail and Online environment ・ Highly desirable: experience in global ways of working ・ Demonstrated experience in people development, effectively empowering team members to achieve their full potential and consistently driving collective success. Knowledge ・ Management of multiple online platforms ・ Key customer service systems and software: Salesforce Service Cloud, Teams, Excel Skills ・ Handling escalations and triaging information to appropriate parties ・ Coaching ＆ feedback ・ Managing underperformance |
| リモートワーク | 可 「可」と表示されている場合でも、「在宅に限る」「一定期間のみ」など、条件は求人によって異なります |
| 受動喫煙対策 | その他 「就業場所が屋外である」、「就業場所によって対策内容が異なる」、「対策内容は採用時までに通知する」 などの場合がその他となります。面接時に詳しい内容をご確認ください |
| 更新日 | 2025/10/16 |
| 求人番号 | 5910522 |
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