Customer Service Specialist (CX Operations)
Shift-based work is preferred but not mandatory. Candidates unable to work shifts are still welcome to apply, though priority will be given to those who can.
Role Overview
As a Customer Service Specialist, you will handle escalated inquiries from the contact center and collaborate with internal teams to resolve issues efficiently. You will analyze recurring problems, improve response guides and processes, and provide feedback to ensure high-quality customer interactions. This role requires proactive monitoring of operational issues and sharing insights with relevant departments to maintain a responsive support system.
Key Responsibilities
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Review and resolve escalated inquiries and issues from the contact center.
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Analyze trends in inquiries to identify root causes and improve manuals, guides, and processes.
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Monitor call recordings and response logs to identify inaccuracies and provide corrective feedback.
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Update response standards to prevent quality issues, such as missing guidance or incorrect information.
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Communicate urgent operational issues immediately and follow up until resolution.
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Identify potential issues early and collaborate with relevant teams to maintain smooth operations.
Basic Qualifications
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Minimum 2 years of experience in customer service, contact center operations, or emergency response management.
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Fluent in Japanese.
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Strong data analysis and problem-solving skills.
Preferred Qualifications
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Business-level Korean.
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Ability to work shift-based (1 PM–10 PM, weekdays and weekends, 5-day workweek).
Senior Customer Service Specialist (CX Operations)
Role Overview
The Senior Customer Service Specialist leads escalated inquiry resolution, manages KPIs, and drives operational improvements across contact center operations. You will oversee escalation processes, optimize workflows, and ensure stable operation of new contact centers. This role requires data-driven decision-making, VOC analysis, and cross-department collaboration to improve service quality and efficiency.
Key Responsibilities
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Review and resolve escalated inquiries and complaints from the contact center.
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Monitor customer response rates and manage Voice of Customer (VOC) emergency handling.
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Implement immediate solutions and long-term operational improvements.
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Optimize escalation processes and workflow efficiency.
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Establish and maintain new contact centers, including external operations.
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Track KPI achievement and analyze VOC data to enhance products, services, and policies.
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Collaborate with relevant departments to resolve issues and improve operational processes.
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Update response standards to address quality issues, such as incorrect information or incomplete guidance.
Basic Qualifications
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7+ years of experience in contact center operations or emergency response management.
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Fluent in Japanese.
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Proven expertise in customer service operations optimization and urgent issue resolution.
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Strong data-driven problem-solving and analytical skills.
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Ability to structure complex problems and lead solution development.
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Agile decision-making in a fast-paced environment.
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Excellent leadership, communication, and strategic thinking skills.
Preferred Qualifications
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Business-level Korean.
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Ability to work shift-based (1 PM–10 PM, weekdays and weekends, 5-day workweek).