Job Description

Company Overview
Global Luxury Brand

Job Description
This position oversees overall customer service, quality control and repair activities in line with the company's business objectives and priorities.

- manage a growing team of customer services, quality control and repair
- demonstrated commitment to providing the highest level of customer satisfaction
- enhance customer service response time and improve quality of service
- manage customers issues resolution processes and escalations
- manage return/claims processes throughout the distribution network
- prepare monthly reports (QC/CS KPI measurements) for senior management
- maintain accurate records of all work carried out
- review procedures and capabilities to effectively and efficiently meet project quality and delivery requirements
propose and implement improvement recommendations, as appropriate
- propose and execute actions to improve quality issues in collaboration with the Italian team
- revise and improve the CS/QC service manual and repair process guide manual
- vendor management (CS, repair, warehouse)

Additional Job Information
- Bachelor Degree
- Native Japanese & Fluent English
- 3 years of customer service management experience preferable in an retail or e-commerce company
- analytical skills coupled with the ability to effectively articulate insights and recommend actions
- understanding of business process as it relates to phone calls, email communication and internet order processing
- experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines
- demonstrated commitment to providing the highest level of customer satisfaction
outstanding interpersonal, communication and organizational skills
- team player
- budget experience