Description

You will review escalated inquiries from the call center, coordinate with relevant departments to resolve issues quickly, and analyze recurring inquiries to improve manuals and processes. You will also monitor call recordings for quality, revise response standards, and proactively identify potential issues to maintain a responsive support system.

Requirements

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

Responsibilities

• Review and resolve escalated customer inquiries from call center
• Analyze recurring issues and improve manuals and processes
• Monitor call recordings and provide feedback on inaccuracies
• Revise response standards to fix quality issues
• Identify and communicate early signs of operational issues