About the role
Purpose & Overall Relevance for the Organization:
- Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services
- Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth
Key Responsibilities:
Strengthen link between business and consumers through optimal operations of response to consumer
【 Consumer response quality improvement 】
Maintain and improve consumer satisfaction throughout optimal response to consumers
- Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)
- Establish structure to share internal information about marketing and products, etc. in a timely manner
- Deal with serious complaint in a sincere and fair manner and develop relationship with consumers
- Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices
【 Strengthen consumer Information feedback 】
Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services
- Review VOC regularly and consolidate consumer information
- Share consumer information with related departments and lead internal improvement
【 eCom / Customization Program 】
Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.
- Drive smooth operation for this area related with Global, eCom
- Build and maintain consumer response structure for eCom consumers in call-center
- Ensure product supply to eCom consumer with Logistics vendor
- Build and maintain Customization program operation
- Web order operation support
- Delivery information management
- QC management (Product inspection)
- Reproduction operation
- Defect registration / information gathering
【 Business Improvement Initiatives 】
- Execute daily tasks surely with thinking and efficiency
- Provide improvement plan for quality of work
- Review manuals / workflow as needed and coincide these with actual situations
Key Relationships:
- Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS
- Key interfaces (external): Call-center (HCL), eCom Logistics
Knowledge, Skills and Abilities :
- Customer Correspondence
[Experience in consumer correspondence]
- Web-related knowledge
- PC operation knowledge
- Play to Win
- Team Up for Top Result
- Think Customer / Consumer
- Negotiation skill
- Communication skill
- Results-oriented [A strong desire to achieve goals]
- Passion for sports
- Ability to propose
- Stress tolerability
Requisite Education / Qualifications:
- University degree
- Outlook Intermediate
- Word Intermediate
- Excel Intermediate
- PowerPoint Intermediate
- Japanese Business Level
- English Conversational
