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Customer Service Manager for Travel Company 8.5M JPY

Tokyo 外資系企業 ¥6,000,000 - ¥8,500,000 per year Foreign Multinational View Job Description
Oversee daily operations, team leadership, and cross-departmental collaboration to enhance customer experience, manage complaints, maintain quality assurance standards, and analyze feedback for continuous improvement. Lead human resources initiatives, including mentoring, performance reviews, and succession planning, while supporting client relations, handling escalations, and ensuring operational efficiency in finance and administration.
  • Lead impactful initiatives to enhance customer satisfaction and service quality.
  • Foster growth in a collaborative, member-focused, high-performance culture.

About Our Client

A dynamic and innovative organization recognized for delivering exceptional customer support and creating memorable experiences. Focused on continuous improvement and fostering collaboration, it is dedicated to providing advanced solutions for clients and driving outstanding customer satisfaction.

Job Description

  • Oversee daily operations of the Service Excellence team and lead team meetings.
  • Maintain VoC initiatives and collaborate across departments to improve satisfaction.
  • Manage complaint handling and QA processes, ensuring adherence to SLA standards.
  • Analyze and report feedback to drive service improvements and enhance QA consistency.
  • Conduct performance reviews, mentor team members, and set OKRs for the team.
  • Focus on talent retention, succession planning, and alignment with HR policies.
  • Act as a liaison with corporate clients, handling escalations and strengthening partnerships.
  • Support service improvements and attend client meetings to address concerns.
  • Manage complaint-related costs and ensure compliance with acknowledgment processes.
  • Coordinate with finance and HR teams to maintain operational efficiency.

The Successful Applicant

A successful CS Manager should have:

  • Native Level in Japanese and Fluency in English
  • Minimum 2 years people management experience in call center, inhouse or related industry
  • Amenable to work onsite in Tokyo office
  • Knowledge in KPI Management, improvement plan and escalations handling

What's on Offer

Work Hours: 8am-5pm, 9am-6pm, 10am-7pm, or 11am-8pm (Monday to Friday; weekends and public holidays off)

WFH Option: 2-3 days a week, after probation period

Salary: Up to 8.5M JPY (based on experience)

Contact
Michelle Rosette
Quote job ref
JN-012025-6641335
Phone number
+813 6832 8698

Job summary

Function
Customer Service
Specialisation
Call Center Manager / Director
Specialisation
Leisure, Travel & Tourism
Location
Tokyo
Job Type
Permanent
Consultant name
Michelle Rosette
Consultant phone
+813 6832 8698
Job Reference
JN-012025-6641335
Company Type
Foreign Multinational

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.