Operations Manager (Japanese Bilingual)

Full-time

● Team Management: Responsible for managing and developing the operational team, including recruitment, training, and performance evaluations of team members.

● Resource Management: Manage human resources, technology, and infrastructure to support an efficient Customer Care operation.

● Performance Monitoring: Continuously monitor and analyze Customer Care performance, including service levels, productivity, efficiency and quality.

● Process Development: Design, develop, and implement efficient and effective operational processes to meet Vendor KPIs.

● Client Relations: Build and maintain strong relationships with Vendor, serving as the primary contact for communication regarding Customer Care operations.

● Crisis Management: Be prepared to address and handle emergency situations or sudden changes in Customer Care operations.

● Reporting and Analysis: Compile routine performance reports and analyze data to identify improvement opportunities and take necessary actions. Reporting to Vendor on a timely manner and data point of teams situations that may impact to team performance or impact to overall operations

● Compliance and Quality: Ensure Customer Care operations comply with relevant regulations and quality standards.

● Continuous Improvement: Engage in continuous improvement initiatives to enhance efficiency, productivity, efficiency and client satisfaction.

Requirements

  • Candidates must possess at least a Diploma or a Bachelor's Degree.
  • Ability to multitask, set priorities and manage time effectively
  • Familiarity and experience with a smartphone, online shop and other online apps
  • Detail-oriented person
  • The candidate must have a service-oriented attitude
  • An outgoing person who is friendly but remains professional
  • Willingness to work on a shift, including working on a holiday
  • Knowledge of customer service practices and principles
  • A focused attitude for solving customer’s issues quickly and comprehensively
  • Customer focus and adaptability to different personality types
  • Ability to deal with stress and work pressure
  • Native speaker for Japan with B1/B2 English skill
  • Ability to multitask and highly adaptive to constantly changing environment Excellent oral, written and interpersonal communication skills
  • Ability to effectively manage cross-functional projects. A strong customer-service oriented mindset sets the tone for team members
  • Ability to provide quick solutions for operational issues
  • Intermediate to advanced reporting skills

Benefits

  • HMO with 1 free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • VL and SL cash conversion
  • Annual Performance-Based Merit Increases and Employee Recognition
  • Great Company Culture
  • Career Growth and Learning
  • A laptop will be provided by the company