job description
Are you a fluent Japanese speaker with a passion for customer service and leadership? Hays Recruitment is seeking a dynamic Assistant Manager - Customer Service to join our team in Bali. This is a unique opportunity to leverage your Japanese language skills (JLPT N1/N2 or native proficiency) and experience in Order-to-Cash (OTC) processes to make a significant impact in a global customer service environment.
In this role, you will oversee a team of customer service representatives, ensuring the delivery of exceptional service to our Japanese-speaking clients. You will be responsible for managing customer inquiries, resolving complex issues, and driving process improvements to enhance customer satisfaction. This position offers a competitive salary, a collaborative work environment, and the chance to grow your career in a multinational company.
If you are a proactive leader with excellent communication skills and a customer-centric mindset, we invite you to apply and take the next step in your career with Hays Recruitment.
Responsibility
- Lead and manage a team of customer service representatives, providing guidance and support to ensure high performance.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
- Oversee the Order-to-Cash (OTC) process, ensuring accuracy and efficiency in all transactions.
- Develop and implement customer service policies and procedures to enhance service quality.
- Monitor and analyze customer service metrics to identify trends and areas for improvement.
- Collaborate with cross-functional teams to address customer needs and improve overall service delivery.
- Conduct regular training sessions to enhance the skills and knowledge of the customer service team.
- Prepare and present reports on customer service performance to senior management.
Qualifications
- Fluency in Japanese (JLPT N1/N2 or native proficiency) and English.
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven experience in a customer service or call center environment, with at least 2 years in a supervisory or managerial role.
- Strong knowledge of Order-to-Cash (OTC) processes and customer service best practices.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work in a fast-paced environment and manage multiple tasks effectively.
- Proficiency in Microsoft Office Suite and customer service software.
- Experience in the recruitment or staffing industry is a plus.