Description

You will handle escalated customer inquiries from the call center, analyze recurring issues to improve processes, monitor call quality, and coordinate with departments to resolve operational problems proactively.

Requirements

• 2+ years in customer service, contact center, or emergency response
• Fluent Japanese
• Data-driven and problem-solving skills

Responsibilities

• Review escalated inquiries and coordinate with departments for resolution
• Analyze recurring issues to improve manuals and processes
• Monitor call recordings and provide feedback on response quality
• Revise response standards to prevent quality issues
• Share urgent incidents and follow up until resolution