【英語を活かす】カスタマーリレーションズリード/ Customer Relations Lead

A renowned collectibles authentication company is looking for a Customer Relations Lead. The selected candidate will manage client escalations, guide the customer service team, and ensure operational efficiency.

A company based in North America that provides authentication services for valued collectable goods. As an industry leader, this organisation is well-known worldwide for their expert services.

Keywords:

カスタマーサービス, オペレーション管理, プロセス改善, チームリーダー, トレーディングカード, コレクティブルズ, 求人, 外資系

2105880/001

Responsibilities:

• Manage high-end client escalations, providing tailored solutions and maintaining client relationships
• Collaborate with department leads to improve team efficiencies
• Proactively address ongoing issues and track incoming data for quality control
• Informally lead, develop, and coach team members
• Drive customer resolution turnaround times in the Customer Request Centre
• Assist in creating policies, standard operating procedures, and collaborating with IT on efficiency features

Requirements:

• Associate degree or equivalent
• More than 6 years of customer service-related experience
• More than 2 years of supervising a customer service or call centre team in a service-based business
• Experience with Salesforce or similar CRM; implementation experience is ideal
• Familiarity with collectibles and the trading card hobby is a plus
• Proven track record of implementing process improvements and standard operating procedures (SOPs)
• Business level written and verbal English

Benefits:

• Social Insurance (pension, health, workers accident, employment)
• Paid Leaves and special leaves
• Commutation allowance
• Employee discounts on select grading services
• Retirement pension plan (Defined Contribution)
• Group Term and Long-Term Disability Insurance
• PTO and fun working environment with team-building activities