Deputy Manager, Customer Service (Japanese Speaking)

Location: Flemington Tower, 182 Le Dai Hanh, District 11, Ho Chi Minh
Working Schedule
• 5 days/week
• 7AM - 9PM
• 9 hours/day (8 working hours + 1-hour break)
• Rotating shifts
Language Proficiency: Japanese N2 + English
The Role
The responsibility of the Deputy Manager is for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
Duties and Responsibilities
• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
• Establishing and managing relationships with stakeholders
• Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day-to-day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations of the teams and provided updates
• Identify and drive continuous improvements and initiatives in process
• Coach & mentor Team lead so that they are able to manage their teams better
• Hiring leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
• To ensure that all internal customer queries are followed up on a timely basis
Benefits
• Attractive fixed salary + monthly performance bonuses
• 13th-month salary + 100% salary during probation.
• 14 days of annual leave.
• Health Insurance, Social Insurance + Aon Health Care.
• Career development opportunities in a professional and dynamic environment.
• Opportunity to work with top industry experts and talented colleagues.
• Transparent, trustworthy, and inspiring workplace culture.
• Participation in engagement and well-being activities: Company events, Happy Day,...