Your new company

An international outdoor and apparel company

Your new role

• Handling CRM and loyalty programs (point system).

• Focus on technical skills related to the digital side, not IT.

• Creating and improving the call center system.

• KPI management for the call center.
  
  Guest (Customer) Interaction:

• Respond to guest inquiries about orders, products, and general questions.

• Monitor and respond to product reviews.

• Oversee the order fulfillment process from Shopify to SAP.

• Resolve shipping issues with freight forwarders.

• Proactively engage with guests to provide exceptional service.

• Offer solutions to guest inquiries.

• Build a knowledge base for product and service information.

• Manage freight forwarding and address fraudulent issues.
  
  

Team Management:

• Oversee the daily operations of the Guest Experience Team.

• Recruit, induct, and train team members.

• Develop individual growth plans for team members.

• Collaborate across departments to train the team on product knowledge.

• Manage the relationship with external service providers, including setting reporting standards and conducting regular reviews.
  
  

What you'll need to succeed

• Minimum 5 years previous experience of working in a customer focused environment is essential (+ 2-3 years management)
• Demonstration of leading and implementation of process improvements at Customer Contact Centers.
• Implementation and maintaining CDP or CRM database.
• Previous experience in the sports industry - desirable but not essential

What you'll get in return

• 401k

• Pension Program

• Work Life Balance

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV at [Keicelyn.Alvarez@hays.co.jp] or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.