Manager, Customer Service

irobot.cn

Not specified (assumed hybrid or onsite based on industry norms).
5+ years technical customer service management experience
Experience managing third-party outsourced call centers
Understanding of repair center operations
The job posting is for a Customer Service Manager at irobot.cn, responsible for managing outsourced call centers and enhancing customer satisfaction. The role requires technical expertise and experience in customer service management within a high-tech environment, specifically in the consumer electronics sector, while also demanding strong leadership and negotiation skills

Job Summary

  • This role is responsible for managing outsourced call centers and handling customer issues to ensure high customer satisfaction within the growing robot culture in Japan.
  • The successful candidate will plan and execute new service offerings for iRobot products in Japan while collaborating with global teams across APAC, US, and EMEA.
  • Key duties include managing call center partners with multiple KPIs, forecasting contact volume, and continuously improving efficiency through tool reviews and training processes.

Matching Summary

Match Score: 85

The job posting is for a Customer Service Manager at irobot.cn, responsible for managing outsourced call centers and enhancing customer satisfaction. The role requires technical expertise and experience in customer service management within a high-tech environment, specifically in the consumer electronics sector, while also demanding strong leadership and negotiation skills.

Skills & Requirements

Must-have

  • 5+ years technical customer service management experience
  • Experience managing third-party outsourced call centers
  • Understanding of repair center operations
  • Budget management and execution skills
  • Native Japanese language proficiency
  • Business level English communication skills

Nice-to-have

  • Experience with generative AI and chat technologies
  • Customer experience management program knowledge
  • Change management capabilities
  • Global team collaboration experience
  • Strong negotiation and persuasion skills

Key Requirements

  • 5+ years line manager experience in help desk or call center
  • High tech environment experience required
  • Consumer electronics background preferred
  • Vendor selection and management expertise
  • Native Japanese fluency required
  • Business level English proficiency

Work Rights

Not specified

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