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Incident Resolution Manager 6M JPY - Tokyo

Tokyo 23 Wards Permanent ¥4,500,000 - ¥6,000,000 per year Foreign Multinational View Job Description
You will guarantee exceptional support for members expressing dissatisfaction or providing a detractor score in our NPS survey. You will manage complaint handling, mentoring senior team members, Team Managers, and other relevant roles through quality assurance, coaching, and training programs.Your effectiveness will be assessed by decreasing personal escalations, minimizing refunds and compensations, and enhancing member retention following issue resolution.
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  • Hybrid Set-up
  • 50% English

About Our Client

Global Travel Concierge company

Job Description

  • Receive and address new complaints assigned by Managers, the VoC team, or through the Feedback Inbox, and manage these until resolution.
  • Take responsibility for and effectively resolve complaints and escalations in accordance with company and Corporate Service Level Agreements (SLAs).
  • Maintain comprehensive knowledge of corporate client SLAs and service deliverables.
  • Record all complaints under your management accurately by the third working day of the following month.
  • Utilize feedback from member complaints to improve our service delivery.
  • Suggest improvements to complaint handling processes and efficiencies.
  • Be accessible via phone and email to handle urgent complaints and escalations from our members.
  • Oversee and support complaint management procedures.
  • Guide senior team members and Team Managers through quality assurance protocols.
  • Develop and implement effective coaching and training programs.
  • Track and report on key success metrics: personal escalations, refunds, compensations, and member retention.

The Successful Applicant

Requirements:

  • Native level proficiency in Japanese and fluency in English
  • Experience in both B2B and B2C environments
  • Proven experience in handling complaints and escalations in a contact center or in-house center

What's on Offer

  • Type: Permanent, Full-time (6 months' probation)
  • Work Schedule: 10AM-7PM, shift days (Monday to Friday, Tuesday to Saturday, etc.)
  • Work from Home: Eligible 2x per week upon passing probation
  • Salary: 4M-6M JPY (depending on overall experience)
Contact
Michelle Rosette
Quote job ref
JN-052024-6438820
Phone number
+813 6832 8698

Job summary

Function
Customer Service
Specialisation
Call Center
What is your area of specialisation?
Leisure, Travel & Tourism
Location
Tokyo 23 Wards
Job Type
Permanent
Consultant name
Michelle Rosette
Consultant phone
+813 6832 8698
Job Reference
JN-052024-6438820
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.