Customer Service Lead

Location: Japan - Tokyo
Job Type: Permanent
Salary: 5000000 - 8000000 JPY
Job Function: Customer Service/Customer Support/Call Center
Reference: JO-200703-220828
Industry: Life Sciences & Healthcare
Sub-Industry: Pharmaceuticals

Company Overview

Global pharma company

Job Description

- Act as an in-house ambassador to promote customer experience and evolve the organization towards a customer oriented mindset through trainings and execution of Cx programs
- Partner with key stakeholders to design, pilot and fully execute a comprehensive customer experience roadmap/program for the organization
- Monitor and analyze surveys and support various functions in their proper use of the results
- Develop toolkits for Cx and train key stakeholders in using these toolkits to improve customer experience
- Collaborate and partner with external parties that support the achievement of the mission
- Recruit, train and cultivate a core Cx team within the new organization

Requirements

- Change management experience
- Complex / cross functional program management skills
- Learning agility and growth mindset
- Team player and ability to work in matrix org
- Influence without authority
- Proficient in Japanese and English
- Results-oriented, accountability and self-organized