Japanese Service Desk Operations Manager

Company Profile:
One of the top and largest IT Company from Japan that offers a wide range of software products and services. They are currently having their contact center in the Philippines that offer wide range of services also from Information technology, software, technical support and customer service.

Position: Japanese Service Desk Operations Manager

Industry: IT Company

Location: Taguig / Cebu

Salary: P 100,000-P150,000

Work Schedule: Dayshift

Benefits:

• Medical Benefits

• Clothing allowance

• Food allowance

• Performance Bonus

• Leaves convertible to cash

• Life Insurance coverage

Requirements:

• Native Japanese or someone with Native level of proficiency

• Graduates or Undergraduates with good background

• Preferably with work experience in Service Desk

• At least 3 years managerial experience

• A leader and a team player at the same time

• Has strong delivery and people management skills

• Able to cope and thrive in a fast-paced and diverse environment

• With good communication, negotiation and facilitation skills

Responsibilities:

• Maintain good customer relationship and satisfaction.

• Report issues and provide corresponding actions or solutions

• Work with Operations Managers to meet the goals and achievement of the company

• Explain and operate capacity and target together with the customer ensuring compliance to agreed goals

• Provide management reports on operations , escalating issues as required and proposing process improvements

• Participate in standardization programs in the organization

• Ensure that all customer concerns are understood and provide resolution

• Ensure proper coverage is maintained by support teams to customer deliverables

• Characterize and control technical support policies and procedures.