• Director, Customer Care APAC

    勤務地 JP-13-Meguro
    掲載日 4 months ago(2018-03-16 6:54)
    Job ID
    636020
    Company
    Amazon Japan G.K.
  • Job Description

    Audible - an Amazon company and perpetual innovator – is looking for a Director, Customer Care in our APAC region to help bring our organization to the next level. Your mission (and ours) is unique and powerful: fill hearts, minds, and souls with premium audio content that enables learning and literate entertainment.

    Customer Care at Audible

    Put aside your experiences or perceptions of customer service; Audible takes Customer Care to a new level. We’re dedicated to creating unforgettable experiences with a focus on exceeding expectations with every contact and decreasing customer effort.

    When you join the Audible family you’re welcomed into a team that values the importance of supporting a culture where all employees are empowered to be innovative, solutions oriented, advocates for success and like to have fun doing so.

    About You

    You are a strategic, proactive problem-solver experienced with driving outstanding results using proven performance management practices.

    You’re an experienced Customer Care professional with demonstrated experience managing/leading external teams. You have a deep understanding and knowledge regarding Customer Care operational processes and performance management.

    You thrive and succeed in an entrepreneurial environment, and aren’t hindered by ambiguity or competing priorities. You are a strategic thinker, but can also roll up your sleeves, dig in and get the job done.

    • Key Responsibilities
    • Develop and support a strategic vision for Customer Care.
    • Develop goals for external contact centers.
    • Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
    • Provide translation for all customer facing and internal documents.
    • Utilize strong performance management practices to ensure goals are met/exceeded for all contact centers.
    • Partner with business leaders to implement market specific initiatives, collaborate and innovate to solve business issues, and provide valuable feedback with associated recommendations.
    • Maintain and improve call center operations by monitoring service level performance, identifying and resolving operational and capacity issues, preparing and completing action plans and completing staffing plan audits and analyses
    • Work closely with senior Customer Care leadership to create and execute call center growth strategies.
    • 30% international and domestic travel required.

    Basic Qualifications

    • 5+ years in a Customer Care leadership role working for a US based company
    • 3+ years outsourcing management
    • Fluent in Japanese and English (verbal and written)
    • Demonstrated ability to identify performance opportunities and develop and implement action plans to improve performance
    • Proven track record in understanding customer concerns and resolution
    • Self-starter capable to taking initiative and working with minimal direction.
    • Good time management and organizational skills
    • Ability to perform to expectations in a fast paced and changing environment
    • Must be a team player who is self-motivated, has a sense of urgency and has the ability to multi task

    Preferred Qualifications

    • Advanced degree
    • Solid understanding of operational processes such as forecasting, budgeting, intraday, etc.
    • Excellent reporting and analysis skills.
    • Six Sigma green belt certification
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