Japan CX Operations Specialist

Customer Support Group Tokyo, Japan


Position at Logitech

About Customer Care:
The Customer Care team at Logitech supports the evolving engagement model with customers as we transform to a multi-category, multi-brand company.  We put customers first.  With the customer’s experience in mind, we strive to exceed expectations and accelerate continuous improvement leveraging a LEAN approach.  We are looking for someone with the passion and energy to be the advocate for our customers and drive change to ensure we exceed our customers’ needs and expectations.

Job Summary:
The Japan CX Operations Specialist is responsible for ensuring operational excellence of Customer Care activities. This position requires a ‘can do attitude’ as well as a demonstrated ability to understand “cause and effect” and to drive continual improvement in a cross-functional team setting.  This role requires previous operational experience in the BPO industry, and must demonstrate an outstanding execution and follow-through to ensure we deliver amazing experiences to our customers.  

Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Speak up. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Act as the Regional Service Operations Partner:
 - Track daily/weekly/monthly KPIs to ensure rapid identification and resolution of performance issues, with a focus on consistent process resolution to ensure issue are not repeated
 - Manage back office 3rd party regional operations to ensure RMAs (Replacements for Consumers) and Refunds are processed in a timely manner following and using all Logitech processes and policies as guidelines.  
 - Ensure Zendesk implementation in the region is performing as required and facilitate Zendesk training.
 - Proactively participate in partner staffing decisions to ensure operations are staffed to deliver stated objectives.  
 - Partner with other vertical Operations Program Managers to share best practices and ensure a unified, consistent (where applicable) global approach.
 - Support Quarterly Business Review preparation and execution

Act as the Regional Liaison between Sales team,  BG needs and Call center partner:
 - Partner with the Analytics and Reporting team to ensure dashboard metrics needs are met.  
 - Partner with Global Customer Relations team to address escalations, such as:
  Social Media escalations, safety escalations, product quality/technical escalations and process complaint escalations
  Assist with NA and Brazil Supply Chain related activities as needed
 - Support eCommerce needs
 - Facilitate discount codes to the Contact Center as discretion, these codes are provided by the eCommerce team. 
 - Stock Checks - Confirm if SKU inside Sales Force to get current stocks levels. 
 - Create a Monthly presentation for eCommerce outstanding KPI’s

Knowledge and Skills:
Strong demonstrated business acumen and tactical business judgment.
Experience managing 3rd party service providers with demonstrated rigor to manage KPIs and the ability to identify and implement process improvements.
Ability to work across multiple countries within region to support diverse needs and cultural/legal requirements relating to Customer Care operations.
Excellent communication skills (written, oral, presentation) at all levels of the organization in English and Japanese.
Strong team player who operates with high levels of integrity, trust and respect for the individual.  Must take an authentic approach to collaboration leading to collective success across the broader end-to-end organization. 
Proven project management capabilities with laser focus on delivering against commitments
Experience in building and auditing processes. 
Strong analytical skills with the ability to utilize data/analyses to influence change and drive business direction.
Computer proficiency in email environments, MS Word/Excel/PowerPoint and Visio 
Excellent interpersonal skills. Responsive to customer and business requests. 
Outstanding listening and process diagnosing skill sets and an ability to create ethical and effective solutions in a team environment.   
High energy & enthusiasm to establish new approaches to enhance customer experiences. 
Must thrive in a fast-paced environment.
Desire to have fun and laugh while getting the job done. 

Key Qualifications:
For consideration, you must bring the following skills and behaviors to our team:
BS/BA degree in technical field or equivalent work experience
Minimum 2-5 years of relevant experience
Call center operation experience/knowledge required
Basic understanding of Supply Chain and Inventory Management
Project Management certifications and/or experience
Strong and verifiable knowledge of customer care processes and techniques
Effective English and Spanish skills required
Computer proficiency in email environments, MS Word/Excel/PowerPoint and Visio 

Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio, and reach, for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”

If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (510)713- 4866 for assistance.