Customer Care Supervisor

Customer Service Remote JP, Tokyo


Position at Gogo LLC

The Supervisor is responsible for managing daily operations of outsource call center provider. The Supervisor will manage, monitor, evaluate and ensure Gogo’s requirements are met by venders to exceed KPIs and provide the differentiating level of service our customers have come to expect. Primary responsibility is to manage day to day China based contact center vender.

Key Responsibilities: 

  • Ensure SLA, KPI and other quantitative performance and quality goals are consistently exceeded. These include contact center metrics, reporting and data analysis metrics and customer satisfaction metrics.
  • Ensure deadlines, quality and production goals are met through effective vender management.
  • Resolve escalated customer concerns before they escalate, creating “win-win” outcomes that retain customers, turn around negative experiences and lead to increased customer loyalty.
  • Provide process improvement feedback, finding process efficiency opportunities that will positively impact customer experience as well as internal costs.
  • Detect, communicate and escalate, through data analysis, customer-facing issues that impact our customer experience or internal productivity.
  • Communicate with airline partners for customer experience related inquiries.
  • Occasional flight tests (domestic/international) to test new product/technology initiatives.
  • Report creation and distribution
  • Other tasks/projects assigned by manager or the above.

 Required Skills & Experience: 

  • Experience in working with outsourced contact (call) center or client relation or account management preferred but not required.
  • 5-7 years of experience in contact centers in Supervisor or team lead role.
  • Understanding of Wi-Fi, computer desktop, VPN, Internet processes and troubleshooting.
  • Strong data, root-cause analysis; ability to create, validate and articulate data results and impact to others in the organization.
  • College Degree preferred
  • Experience with ERP, CRM systems preferred but not required.  Experience with Oracle Service Cloud a big plus.
  • PC Proficient; Microsoft office (Excel, Access, Word) Proficient.  SQL database management and statement preferred.
  • Strong oral and written communication skills in Chinese (Mandarin) and English.  Hong Kong Cantonese and Japanese preferred.
  • Extremely strong attention to detail required.
  • Strong customer service focus (internal and external customers).
  • TOEIC 750 or equivalent experience

Gogo is the inflight internet company. Our worldwide inflight Wi-Fi services have made internet and video entertainment a regular part of flying. We are a diverse and mission-minded group of professionals all working together in extraordinary harmony. And that’s just the beginning.

We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. Be prepared to join a performance-obsessed team that is passionate about bringing the internet to every device, every flight, everywhere.

Equal Opportunity Employer/Vets/Disabled

Gogo participates in E-Verify. Details in English and Spanish. Right to Work Statement in English and Spanish.