Customer Operations Manager - Retails

<Job Responsibilities>
• Help maintain a comprehensive knowledge base library with diverse resources for associates to have at their disposal and to use quickly and effectively to resolve customer issues.
• Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans, and business continuity actions.
• Serve as escalation point in resolving urgent or critical customer service issues beyond the scope of a team leader or associate.
• To collect VOS/VOC from customers effectively and analyze & make report to reflect to Company’s Business Plan and Actions.
• Leverage data, reporting, and analytics to assess operational effectiveness and communicate results to internal stakeholders and business leaders.
• Have direct oversight of key performance indicators, customer satisfaction, performance monitoring, and associate development/mentoring.
• Help assess Standard Operation Procedures and workflows to identify ways to improve increase customer satisfaction and operational efficiency.
• Identify process improvement opportunities to drive operational efficiencies
• Create associate performance management program and carry out improvement plans as needed.
• Help coordinate new program and technology initiatives.
• Assist with recruiting, hiring, and onboarding contact center associates.
• Establish employee engagement & incentive program to motivate employees and maintain a positive, enriching environment
• Direct and supervise team leaders, providing coaching, mentorship, and development
• Serve as key liaison between the contact center site and Australian and Japan Headquarter offices to ensure open stream of communication.
• Other duties as assigned.

<Necessary Skill / Experience>
・Qualification: Bachelor degree - in related Management, Business Administration field
・Language Skills: English Upper Business level
・Gender: Any
・Age: 28-35 years old
・5 years’ customer support experience in B2C retail & e-commerce in customer service/product field
・Understanding about call center phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality
・At least need to work for 1 company & had good performance/contribution in 2-3 years
・Strong passion in fashion

<Personality and skills>
- Proven organizational, project management, and analytical skills
- Great communication skills; both verbal and written
- Proficient skills in Microsoft Word, Excel and Power Point
- Outstanding organizational, planning and problem -solving skills with the ability to prioritize multiple issues and produce solutions
- Possess a clear vision and personal drive to optimize business and customer value
- Hard-worker

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