外資系証券会社でのカスタマーサービス開発責任者の求人

Job Overview
- Establish Customer Services Development suit in Japan
and lead the team to evolve whole Customer Services team
- Progress advanced technology introduction and
strongly lead implementation projects
- Monitor and analyse KPIs for materializing optimal resource
forecasting and planning by WFM and CMS
- Assure call quality by establishing quality
improvement management cycle
- Rebuilt training programs to be more contributable
to excellent customer experience
- Obtain industrial certificates to demonstrate company’s effort
to ensure call quality and excellent customer experience
- Plan outbound call strategy with Marketing team and
roll it out with a manger and supervisors in the call centre
- Support regulatory changes and new business models
- Strategically plan and progress call centre infrastructure &
organizational upgrades continuously
- Support people in Customer Services team in Japan

Key Responsibilities
(include details of type of industry / clients to support, Type of fund
/ trades to manage, type of systems / applications to support)
- Newly establish one independent team to support existing
Customer Services team in order to more enhance current support functions
so that Customer Services Representatives and supervisors could more focus
on day-to-day inbound call handling and customer experience improvement
- Embrace, plan and implement technology improvements
scalability and responsiveness always being reinforced by new technologies
- Proactively manage the capacity of the Customer Service function
for the company by using KPIs such as Service Level ratios and
Abandoned Call ratio to optimize resource forecasting and planning
- Monitor quality of call responses provided by Customer Service
Representatives and develop plans to continuously improve
their capabilities and quality
- Develop and implement effective training programs and
introduce a regular quality measurement methodology and cycle
- Beyond continuous quality assurance/improvement work and
implementation of effective training programs,
try to obtain industrial certificates in terms of call quality
such as HDI contact center rating, COPC CSP, Contact Center World Awards etc.
so as to demonstrate our effort to bring excellent customer experience
- Plan outbound call strategy with Marketing team
so as to contribute to raising business targets and
roll it out with a manger and supervisors in the call centre
- Support regulatory changes in a timely manner and
reflect any business impact on resource planning in advance
- Discuss and co-work with PI leadership team to launch Guidance/
Strategic advisory services, or any other new business needs,
by developing staff skills and technology based on new business

Job Requirements
Experience / Qualification / Key Skills / Attributes
- More than 10 years in Customer Service experiences
in Retail Financial Industry
- Deep understanding & experience of call centre
technology/infrastructure implementation
- Strategic visions and presentation skills of future
advanced customer services
- Oral native communication skill with excellent Japanese
- Written and oral English communication skills
- IT literacy:
Microsoft applications, Operate internal/external systems
- JSDA License:
Sales Representative and Internal Controller

Values
- Customer Focus
- Ownership
- Enthusiasm
- Integrity
- Teamwork
- Respect
- Innovation

* Please note that you must be eligible to work in Japan.