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