[Biodance] CX Manager

Job Description

[Join Us and Do These Things] • Provide brand experiences to global customers through various channels such as phone, chat, and email, and improve customer satisfaction. • Operate BPO to manage and continuously improve key KPIs such as SLA, QA, CSAT, and FRT. • Establish consultation processes, operational policies, manuals (SOPs), and FAQs for the launch of new channels, and standardize the operational system. • Plan customer experience improvement projects based on VOC and execute them in collaboration with relevant departments. • Plan and operate projects to enhance consultation quality, streamline operations, and improve the customer experience using AI and automation tools.

Qualifications

[We Are Looking for Someone] • Someone who views CX work not merely as customer service, but places high value on the customer experience journey and considers enhancing it a serious career path. • Someone capable of communicating seamlessly with global customers across various channels, including phone, chat, and email, utilizing business English. • Someone who enjoys communicating with customers and is willing to think deeply about how to improve the experience. • Someone with experience in BPO operations. • Someone with experience in data automation and visualization using tools such as Google Apps Script, SQL, and Looker Studio. • Someone with experience executing business efficiency or CX improvement projects using generative AI such as ChatGPT or Claude. • Someone capable of defining problems and deriving improvement solutions based on customer data. • Someone who can lead various backend customer experience projects based on analyzed data.

Preferred

[Experience is a plus] • Experience in global e-commerce operations (Amazon, Shopee, TikTok Shop, etc.) or customer support • Experience with platforms such as Zendesk, Salesforce, and ChannelTalk • Experience in executing customer experience improvement projects and achieving results • Proficiency in a second language, such as Japanese or Chinese, in addition to English

Preferred Visas

Benefits

Cover Letter

Optional

Portfolio

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