Customer Service Lead (Japanese Speaker)

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 670.000 - 1.004.000; Vollzeit

Zusammenfassung

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a supervisor to lead entry-level staff within customer service disciplines, including inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management. The role involves directing day-to-day activities, monitoring service levels, conducting customer satisfaction reviews, and driving local projects to improve outcomes.

Strong English skills and leadership experience are required.

Qualifikationen

• Bachelor's degree generally required; in some countries, a technical or vocational degree may be equivalent.
• Typically, 3-6 years of relevant experience.
• Strong English communication skills, written and spoken; Nihongo language knowledge is beneficial.

Aufgaben

• Communicates with other departments and management to resolve issues and expedite work.
• Manages project work, ensures alignment with business strategies, and meets deadlines.
• May have budget responsibility with consultation from management
• Leads employees to resolve problems and complete assignments.
• Plans, coordinates, and supervises customer order processing.
• Maintains customer relations to meet service level agreements.
• Ensures inquiries and complaints are handled per company objectives.
• Establishes and maintains strong customer or account relationships.
• Resolves non-routine customer complaints and technical/service inquiries.
• Interprets trends in customer requirements and assesses impact on 3M systems.
• Monitors and analyzes customer service solution effectiveness.
• Leads complex and cross-border satisfaction survey projects.
• Coordinates cross-functional efforts affecting their area of responsibility.

Kenntnisse

Strong English communication

Leadership

Ausbildung

Bachelor's degree generally required

Tools

SAP

GWN

Time and attendance

Sourcing/Payment systems

GLN

Salesforce

Jobbeschreibung

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking a supervisor to lead entry-level staff within customer service disciplines, including inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management. The role involves directing day-to-day activities, monitoring service levels, conducting customer satisfaction reviews, and driving local projects to improve outcomes.

Strong English skills and leadership experience are required.