Japanese Project Manager - Customer Experience

Employer: PTW Romania
Domain:
  • Customer Support - Client Service
  • Internet - eCommerce
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • nationwide
    Updated at: 24.09.2020
    Short company description

    Pole To Win was launched in 1994 as Japan's first independent test outsourcing company. We have since grown to become the leading global innovator of quality assurance, technology and language solutions from over 30 locations worldwide.

    Our name is derived from car racing. Pole Position drivers do not compete against other drivers to get ahead. They lead the race and set the bar for others to compete against them.

    Pole To Win mirrors this by approaching our work with proactive planning and quality forethought in the service areas of Quality Assurance, Quality Engineering, Customer Experience, Localization, Talent Acquisition and Audio Production.

    Requirements

    The successful individual will be a dynamic and highly motivated manager who can cultivate and build relationships with their team.
    You will be fully accountable for managing our Japanese based clients and being the point of contact between them, PTW Japan and PTW Romania.
    Reporting directly to the Operations Manager, you will ensure all company principles and procedures are adhered to, including managing all operational aspects and personal development of your team leaders.
    The ideal candidate will be engaging, personable, enthusiastic and results-orientated with an eye for detail, who is committed to delivering excellent customer service through the development of their team

    You will work with our existing Customer Experience management team to develop, support and ultimately grow existing or new business lines.

    It is essential that you are currently based in Bucharest or willing and eligible to relocate there.

    Responsibilities

    What you’ll be doing

    Developing and managing relationships with key internal stakeholders and existing Japanese based clients
    Have responsibility for all Japanese > English > Japanese communication
    Owning the assigned designated operational areas and clients.
    Managing and developing campaigns and delivering objectives.
    Management of email, chat and telephony campaigns, driving KPI's and operational performance
    Coaching, training and developing Team Leaders.
    Helping to build a high-performance culture.
    Driving the Customer Experience during every contact.

    Other info

    Requirements
    What we’re looking for

    Native level presentation, verbal and written communication skills in both Japanese and English is essential.
    Experience of managing accounts for outsourced services as an Account Manager or at least 2 years of Team Leader / Manager experience within a contact center environment.
    Experience of managing delivery teams and working collaboratively with support functions
    Experience of working in a games environment or a keen interest in gaming.
    Benefits
    What we offer

    You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to recruit for some of the biggest games titles in the world.
    You will be working in-house and have direct face-to-face interaction with various Hiring Managers and Business Stakeholders, owning the full recruitment life cycle from requisition to fulfillment.
    You will be working in state-of-the-art facilities at the cutting edge of video game development.
    Competitive monthly salary and salary KPI revision once per year.
    Generous holiday entitlement.