Team for Career Site
Customer Service
In short
We are excited to offer the role of Head of Customer Service (internally called Happiness Delivery) to a strategic, passionate and service oriented team player who will lead the Customer Service team located in Yokohama and Seoul into the future. With your strategic mindset, your exceptional problem solving skills and your experience in leading teams (both DTC and B2B channels) you lay the foundation for the future growth of the business and the team in an efficient and consumer focused way, keeping our customer service philosophy at heart. You’ll be reporting directly into the APAC Head of Operations.
Your mission
– Ensure best in class customer service by empowering all sub-teams to achieve their mission of delivering happiness across all channels
– Coach your team on solution-oriented and efficient ways of working in a fast paced and highly demanding environment by acting as a role model and living the On spirits
– Drive efficiency by supporting the team automating and streamlining processes in the phase of hyper growth
– Define, analyse, and report key success metrics (service-level agreements, customer satisfaction and Net Promoter Scores, response time, backlog, phone coverage), identify the business priorities and translate them into actions for your team helping them to further develop and grow, both professionally and personally
– Take a leading role in the strategic planning of future team growth and in the actual hiring process
– Drive cross-functional projects and discussions with the Operations, Sales, Retail, Finance and Marketing leadership team, ensuring smooth cross-functional collaboration
Your story
– 5+ years of relevant experience in a leadership role in Customer Service or Sales Operations in a multicultural environment
– Experienced in building and leading high performing teams in an agile and hyper-growth environment
– Strong understanding of needs and challenges in our industry and of customer service trends is an advantage
– Excellent communication skills, empathy and curiosity
– Proactive and inspiring team leader with a diligent, collaborative, organised and reliable working method as well as high attention to detail
– Data driven personality with a natural desire to constantly re-think, question and optimise the way our customer service operation is set up
– Fluent in Japanese, business level of English also required
Meet the team
You will lead a growing team of 15 based in Yokohama and one team member in Seoul, and interact with cross-functional stakeholders from around the world. The team in Yokohama consist of a group focussed on our own E-Commerce channel, an Account Services team covering our B2B Accounts, as well as our System Specialists.
The team-spirit is key and being hands-on is also one of the expectations. The team loves new challenges and delivering happiness is part of our DNA. We are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That’s why our customer service team is called Happiness Delivery.