Manager, Customer Service

Introduction

As a Customer Service Manager, you will be responsible for managing outsourced call centers and handling customer issues to ensure high customer satisfaction. To achieve the goals, you need to lead your team and collaborate with related teams. This role must understand call center process, repair center process, company process and Japanese electrical appliance business. Your experience in people management, building relationships with partner companies and customer service will be critical to the team and stakeholders. This is an opportunity to join the growing robot culture in Japan as a member of a leading global home robot company. You will be able to plan and execute new service offerings for iRobot products in Japan and possibly expand it to global by working with other regions' team not only APAC but also US and EMEA.

Essential Functions / Job Duties:

• Manage call center partners with multiple KPIs such as service levels, handle times, escalations, quality at score, etc.
• Effectively and efficiently manage daily customer complaint escalations
• Manage all customer contact volume forecasting
• Tracking and management of cost, verses forecast and agreed budget
• Continuously look for ways to improve call center efficiency by reviewing tools used, scripts, training, continuous quality improvement processes.
• Plan and implement new services to attract repeat business and new customers
• Analyze and monitor call center performance against KPIs by reviewing statistics, customer feedback and calibration sessions with the global team.
• Manage customer service team members by managing an effective organization and processes
• Perform any other duties reasonably within the scope of the position. Any other duties as agreed with the line manager.

Qualifications:

• 5+ years of technical/customer service management experience as a line manager, including a help desk and/or customer call center environment. Experience managing in a high tech environment required; consumer electronics preferred.
• 5+ years of experience managing third-party organizations, including outsourced call centers
• Experience identifying, selecting, and managing external vendors and providers necessary to deliver required support to appropriate standards.
• Understanding repair center operations related to call center management
• Proven ability to identify and eliminate organizational inefficiencies
• Budget management and execution
• General knowledge about accounting and finance
• Logical and analytical thinker
• Goal and process oriented
• Excellent negotiation, persuasion and general verbal and written communication skills
• Strong medium and long term planning, organization and prioritization skills
• Proficient in Microsoft Office tools
• Ability to plan and meet deadlines
• Ability to negotiate in native Japanese
• Business level English skills (communicating with global teams)
• Good communication and leadership skills
• Change management skills
• Technical knowledge and expertise (such as Chat, Pod, generative AI)
• Customer experience management experience (such as customer perception quality program)