What You Will Do
- Review escalated inquiries and issues from the call center, and coordinate with relevant departments to resolve them quickly.
- Manage customer response rate and VOC (Voice of Customer) related emergency handling.
- Provide immediate solutions and execute improvement measures for operational issues.
- Oversee escalation processes (customer complaints resolution) and optimize workflow.
- Establish and ensure the stable operation of new contact centers (including external centers)
- Manage KPI goals and track performance achievements.
- Analyze VOC data to improve services, products, and policies.
- Collaborate closely with relevant departments to enhance operational efficiency and resolve issues.
- Revise and supplement response standards that cause quality issues, such as incorrect information or missing guidance.
Basic Qualifications
- 7+ years of experience in contact center operations and emergency response management.
- Fluent Level Japanese
- Proven expertise in CS operations optimization and urgent issue resolution.
- Strong ability to analyze VOC and data-driven problem-solving.
- Capable of structuring complex problems and leading solution development.
- Quick and agile decision-making in a fast-paced startup environment.
- Excellent problem-solving skills and strategic, data-driven mindset.
- Ability to process unstructured and fragmented data to generate insights.
- Outstanding communication and leadership skills.
Preferred Qualifications
- Business Level Korean
- Those who can work shift-based (The shift is from 1 PM to 10 PM on both weekdays and weekends, with a 5-day work week schedule)
Recruitment Process
- Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
- The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
- Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.