【英語を活かす】カスタマーサービスマネージャー/ Customer Service Manager

A global cosmetics brand company is seeking a Customer Service Manager. The selected candidate will drive customer service excellence across online platforms, lead strategic initiatives, and foster collaboration between global and market-level teams. This is a hybrid setup role.

This company is a respected name in cosmetics and beauty products in addition to being very active in various research fields. With tens of thousands of employees around the world, this company is firmly established as an industry leader.

Keywords:

カスタマーサービス, オンラインサポート, オムニチャネル, 小売, ラグジュアリーブランド, プロジェクト管理, カスタマーエクスペリエンス, 求人, 外資系

Job Ref: CSGIQ4

Responsibilities:

• Stay updated on brand positioning to guide customer service strategies
• Collaborate with internal teams to uphold brand integrity and support marketing activations
• Lead process improvements and manage system integrations and migrations
• Resolve escalated customer complaints and enhance omnichannel customer experience
• Implement best practices and collaborate with stakeholders to improve the customer journey
• Analyse KPIs, monitor performance, and drive productivity within the customer service team
• Coach and develop team members, empowering growth and career development
• Manage sensitive cases, mitigate PR or legal risks, and ensure adherence to company policies

Requirements:

• Proven management experience in online customer service or support
• Experience working with cross-functional departments across a business
• Previous experience in people development
• Prior omnichannel experience across retail and online environments
• Experience in global ways of working
• Demonstrated success in onboarding, upskilling, and change management
• Knowledge of Salesforce Service Cloud, Teams, and Excel
• Skilled in handling escalations, coaching, and managing underperformance
• Professional level Japanese and English