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RGF is a global brand of RECRUIT Japan

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.

Requirements
- 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