QHR Recruitment

Tourism/Leisure/Hotel

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max 100K (Negotiable base on experience)

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Monday-Friday (8.30-7.30) travel to Japan up to 50%

-SSO
-Group Insurance
-WFH 2-3 days per week
-Travel allowance in case of business trip or any
-Hotel staff benefit such as hotel staff rate (in ACCOR), Hotel voucher, International hotel buffet voucher, any voucher can use under ACCOR group
-VISA & work permit compensate.
-Incentive average one time/twice months
-Bonus 10% from performance (performance base on KPI)

SAT-SUN

10 minutes on foot (exit3)

-Report to the Director of External Contact Centers Operations based in Paris, France
-Responsible for managing daily Contact Center operations of our Japanese speaking markets
-Oversee both Customer Care and Reservation activities
-Monitor and manage the performance to ensure achievement of high service level and Quality standard across all channels
-Monitor daily operations performance of the outsource
-Analyze performance & customer satisfaction on each activity, identifying areas for improvement, and come up with strategies to tackle with these issues
-Manage and improve Quality delivered by each contact center
-Conduct quality assessments and calibrations with our outsource
-Monitor the quality of services delivered by external contact centers, conducting regular audits and assessments to ensure adherence to service level agreements (SLAs) and maintaining the desired standards of customer experience
-Collaborate with contact center partners to identify opportunities for process enhancement, suggesting and implementing improvements that optimize workflows and elevate service quality
-Enhance communication efficiency, ensure that all the information & processes are deployed in our centers, in an efficient manner, with high quality
-Identify key areas of improvement in our centers, collaborate with internal stakeholders to provide necessary training & guidance & support, ensuring a consistent customer experience
-Must travel to Japan, Tokyo 50%

- Thai Nationality male/female aged 38-45 years old
- At least 3-5 years of experience in client relationship management (CRM) / Operations within a contact center / Contact Center / Customer Service in service industry e.g. call center business (trans Cosmo) , hospitality, restaurant, Uniqlo and so on
- Experience in managing team
- Understand of customer service domain & market specificity
- Good command of English
- Good command of Japanese (JLPT N1 only)
- Ability to work on teams and in a multi-cultural and fast-moving environment
- Familiar with contact center operations, and customer service best practices
- Have a good understanding of the Japanese market consumerism behavior and cultures
- Must be able to go to Japan (50%)