Customer Care Manager - Customer Experience Section, Kobo Japan Department
Core
Lead Kobo Japan's customer support operation for eBooks, audiobooks, and eReaders, managing both in-house staff and outsourced vendors while collaborating with global teams.
Role type
Senior Customer Care Manager (Contact Center Operations)
Builds
Customer support operations for digital reading products and devices in Japan
Domain
Digital Content / Consumer Electronics / Customer Experience
Deliverable
dashboards & analysis
Required skills
Vendor management, In-house team leadership, KPI ownership (NPS, CSAT, AHT, FCR, QA), Data analytics, Quality assurance, Escalation management, Product troubleshooting, Process optimization, Compliance management
Preferred skills
AI chatbot optimization, Consumer electronics support, eCommerce experience, Root-cause analysis (Lean, Six Sigma), BI tools (Tableau, Power BI)
Technologies
Zendesk, Salesforce Service Cloud, Intercom, Excel, PowerPoint, Tableau, Power BI
Responsibilities
Manage outsourced call center partners and in-house teams; Drive performance on contact center metrics; Oversee quality assurance and coaching programs; Resolve complex customer escalations; Optimize self-service channels and AI chatbots; Ensure compliance with APPI data privacy regulations.
Seniority
Senior, hands-on IC