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工作内容

< Job purpose >The Head of Customer Service is a strategic and operational leadership role responsible for the development, continuous improvement and delivery of excellent customer service to Rakuten Trade’s customers. The incumbent has responsibility and accountability for operational delivery, statutory compliance, identifying and developing culture, processes, performance improvements and efficiencies for customers and the customer service team, who typically deliver customer interactions across multiple channels (telephone, email, live chat, social media and correspondence).< Duties and responsibilities >1. Provide departmental development directions to the customer service team and determine the operational strategies by conducting needs assessments, performance review, capacity planning and cost/benefit analysis.2. Strategically lead and develop a customer service team to enhance performance by setting clear accountable performance measures.3. Improve Net Promoter Score (NPS)/Customer Satisfaction (CSAT) Score, or other Customer Metric.4. Use customer Insights and root cause analytics to identify company-wide improvements and present them to the CEO/Management Committee. Act as the Voice of the Customer (VOC) across the organisation. 5. Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.6. Work effectively with all peers and the board/stakeholders to negotiate and influence customer improvements.7. Provide leadership and strategic support in meeting day-to-day customer support functions and objectives including service excellence and to support continuous improvement and development of customer support functions.8. Responsible for department financial objectives by estimating requirements, preparing the annual budget, scheduling expenditures, analysing variances, and initiating corrective actions.9. Responsible for department human resource objectives by recruiting, training, assigning, coaching, counselling, disciplining, planning, monitoring, appraising, enforcing policies and procedures, administering scheduling system, and communicating job expectations to employees.