Customer Care Specialist assisting clients with their inquiries and providing solutions at Lyka, an Australian pet wellness company. Engaging customers with information about dog nutrition and wellness.
About the role
- Customer Experience Manager managing international retail customer operations in APAC. Analyzing trends, optimizing performance, and ensuring customer satisfaction through data-driven insights and collaboration.
Responsibilities
- Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities
- Build working knowledge of customer* tools, products, policies, and processes
- Provide subject matter expert insights where appropriate and required
- Build relationships with key individuals within the team, department, organization, and external partners
- Represent team as key point of contact for escalations both internally and externally
- Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals
- Identify reasons for fluctuations (e.g., call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate
- Actively manage company's large network of call center partners
- Ensure contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and suppliers with the objective of reducing customer* effort and increasing efficiency
- Ensure the appropriate handling of any business continuity incident that may occur
- Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issue
- Research and recommends more detailed solutions to resolve problems
- Implement solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed
- Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer experiences in the future and works with teams across the business to implement these solutions
- Represent team or function in cross-functional projects and initiatives as a subject matter expert
- Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data
- Use relevant data sources to analyze and measure the impact of initiatives and projects
- Deliver requested detailed information about the uses and values of the company's products/offerings
- Journey map across product, intent, and platform offering
- Contribute and develop summary of business performance to key stakeholders
- Keep management informed on progress to goal and status
- Demonstrate ability to manage several tasks and meet deliverable deadlines
- Use judgement to determine the relative impact and urgency of individual tasks
Requirements
- Proficiency in English and Japanese language skills
- Bachelor’s or Master’s in any field; or equivalent related experience
- 5+ Years with Bachelors
- 3+ Years with Masters
- Experience in Customer/Partner Support and Operations
Benefits
- exciting travel perks
- generous time-off
- parental leave
- flexible work model
- career development resources
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Mortgage Servicing Representative assisting clients with FHA inquiries. Providing customer service via calls and emails, with a focus on mortgage policy knowledge.
Customer Care Agent at Porsche Digital in Barcelona providing exceptional customer service and support. Engaging with customers and enhancing their experience with Porsche products and services.
Operations Customer Expert providing customer service in Saarbrücken, Germany. Handling customer inquiries and managing complaints with a focus on service orientation.
Sales Support Representative at RNDC, collaborating with sales team to manage order delivery and customer support. Building strong relationships and ensuring effective merchandising in the wine and spirits industry.
Sales Support Representative collaborating with Sales team at RNDC. Responsible for assisting customers, maintaining displays, and managing inventory.
System Support Specialist responsible for troubleshooting and supporting Policy Administration Systems. Collaborating with underwriting and finance teams in an insurance organization environment.
Customer Service Rep managing order processing and resolving issues for East Region. Collaborating with internal teams to ensure customer satisfaction and operational excellence.
Customer Service Rep/Agent managing customer inquiries and order processing for Bridgestone in Poznań. Collaborating with internal teams to ensure satisfaction and operational excellence.
Customer Service Representative acting as first point of contact for customers at Bridgestone. Managing order processing and resolving customer issues while collaborating with internal teams.