Senior Customer Center Manager

The Customer Center Specialist serves as the primary point of contact for customers across multiple communication channels, including phone, email, and chat. The role is responsible for delivering excellent customer service by addressing inquiries, resolving concerns, providing accurate information, and ensuring customer satisfaction while adhering to UNIQLO policies, service standards, and customer-centric principles. 

ROLE AND RESPONSIBILITIES 

• Handle customer inquiries, requests, feedback, and complaints via phone, email, chat, and other assigned customer contact channels 

• Provide accurate and timely information regarding products, promotions, store services, online shopping, delivery status, returns, exchanges, and other customer service-related company policies. 

• Coordinate with stores, warehouse teams, e-commerce operations, logistics providers, and other departments to address customer issues. 

• Accurately record customer interactions and case details in the designated customer center systems.  

• Identify recurring customer issues and provide recommendations for process improvement. 

• Share customer feedback and Voice of Customer insights with relevant stakeholders. 

• Support Customer Center’s local and global initiatives aimed at enhancing customer experience.  

QUALIFICATIONS 

• Candidate must possess at least Bachelor's/College Degree in any field. 

• Required language(s): English 

• At least 2 Year(s) of working experience in the related field is required for this position. 

• Required Skill(s): Customer Service, Problem Solving, Critical Thinking, Data Gathering and Analysis, Passionate to  

• Must be willing to work on rotation shifts including weekends and holidays.