Ocean Customer Experience Team Lead - Japanese Speaker

Leads the execution of Ocean Customer Experience operations within a defined team scope by driving performance management, ensuring high-quality customer issue resolution, and supporting continuous process improvements. Acts as a bridge between strategy and execution to deliver consistent, customer-centric outcomes

Accountabilities

•Execution of Ocean CX strategy within team scope

•Team performance management (productivity, quality, SLA, engagement)

•First-time customer issue resolution at team level

•Continuous improvement of operational processes within team scope

•Support rollout and adoption of systems/platforms

•People management and capability development

 

Critical Tasks

•Translate operational goals into daily/weekly team plans and monitor execution

•Manage team performance through KPIs, coaching, and regular follow-ups

•Ensure timely and high-quality customer issue resolution with minimal escalations

•Identify process gaps and drive improvement initiatives within the team

•Support system and platform rollout by ensuring team readiness and adoption

•Act as escalation point and coordinate with stakeholders to resolve blockers

•Stakehder management

 

Requirement / Capabilities

•Experience in Customer Experience / Ocean Product / Operations

•Team management and coaching skills

•Stakeholder communication and coordination skills

•Strong execution and problem-solving capability

•Process minded with understanding of end-to-end impact

•Change management and team engagement capability

•Project management exposure/experience

•Highly result oriented, ready to take challenges and able to work under pressure

•Possess fluent English speaking and writing skills. (For roles involving Japan or Korea, near-native proficiency in Japanese or Korean is required, with strong verbal communication and understanding of relevant business cultures preferred.)

 

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Performance Measures

Specific

•CSAT (Survey per case)

•Case management relevant KPIs

•Contact per shipment (Self-service adoption)

•First case resolution

•SLA related KPIs

•Quality audit

•Team productivity

•Team engagement

•Upselling & Cross Selling

•Agent view follow up

 

Shared

•NPS

•IQ

•Productivity

•Revenue Leakage

•SGA

•Regional RoFo