Bilingual Customer Service Manager, Japan

Job Locations US-MD-Hunt Valley | US-TX-Austin | CA-QC | US-CA-San Diego | US-WI-Madison
Job ID
2022-2381
Category
Customer Service/Support
Type
Regular Full-Time

Overview

This position is responsible for the day-to-day operations of our Asian customer support programs (primarily Japanese with growth expected for Chinese and Korean languages).  This includes all aspects of customer service operations management, staff management, and partner/vendor management for our contact centers supporting all Bethesda products and services.

 

Successful candidates will be experienced contact center managers with proven expertise in service delivery strategies, workforce management, contact center technologies, resource management, analytics, process and performance maximization for a multi-location, multi-language, multi-discipline, international service delivery operation.

 

*Position based in Hunt Valley or other ZeniMax Online Studios office locations. Will consider remote.

Responsibilities

  • Manage day-to-day operations of our Asian customer support programs
    • Manage contact center support plan (mostly web and email-based support)
    • Plan department resources while meeting service and quality objectives
    • Initial focus will be Japanese with expansion planned for Chinese, Korean, etc.
  • Manage contact center staff
    • Directly handle workforce issues
    • Manage staffing plan scheduling (internal staff and outsourced staff)
    • Evaluate staff performance and coach overall development
  • Coordinate with senior leadership and international territory management
    • Coordinate the relationship with Japan/Asia territory managers for awareness and insight into regional specifics
    • Coordinate the relationship with development studios for product information and planning
    • Provide expertise into support approach for Japan/Asia service plans and product launches

Qualifications

  • Fluency with Japanese language
  • Bachelor’s degree or equivalent experience
  • Contact center management experience
    • Expertise with modern contact center management methodologies and processes
    • Expertise with multi-channel, multi-site, 24x7 international support structures
    • Familiarity with a wide array of support channels (email, social networks, forums, chat, telephone, etc.)
    • Expertise with contact center business systems and technology
  • International communications experience
    • Expertise managing and developing multi-country, multi-language staff groups
    • Expertise communicating with business departments in remote countries and languages
  • Strong customer service ethic
  • Professional communications, reporting, and presentation skills to all levels of management
  • Expertise with productivity software, including Microsoft Office

Preferred Skills

  • Experience working within an international company
  • Experience in entertainment software industry
  • Knowledge and passion for massively multiplayer online games

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