[Job ID: 1651781]
Job Summary:
Join a growing organisation to lead customer support operations, drive service excellence, and support CRM and process improvement initiatives.
Responsibilities:
- Manage customer enquiries and complaints across email and social media channels.
- Handle escalated customer issues and coordinate with internal teams for timely resolution.
- Monitor customer satisfaction and recommend service improvements.
- Develop and maintain SOPs, service guidelines, response templates, and escalation workflows.
- Review and improve customer support processes to enhance efficiency and service quality.
- Track and report on customer service KPIs, including response time, resolution time, and customer satisfaction.
- Support CRM implementation, system testing, workflow design, and process optimisation.
- Maintain accurate customer data and recommend CRM enhancements.
- Supervise daily customer support operations and team workload allocation.
- Coach and develop team members to improve service quality and operational efficiency.
- Analyse customer feedback and complaint trends to identify improvement opportunities.
- Prepare customer support reports and provide insights to support business decisions.
Requirements:
- Minimum 5 years of experience in Customer Service, Customer Support, Customer Experience, or a related field.
- Experience handling escalated customer complaints and complex customer issues.
- Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
- Experience developing SOPs, service guidelines, or customer support process improvements.
- Experience supervising, mentoring, or leading team members.
- Strong problem-solving, analytical, and stakeholder management skills.
- Ability to translate customer insights and feedback into practical business improvements.
- Proficiency in CRM systems and customer service platforms.
- Experience in the F&B, hospitality, or retail industry is an added advantage.
- Experience participating in CRM implementation, system enhancement, or digital transformation projects is an added advantage.
- Experience establishing customer support workflows, service standards, or operational procedures is an added advantage.
- Experience using CRM platforms such as Salesforce, Zendesk, Freshdesk, HubSpot, or similar systems is an added advantage.
- Proficiency in Excel, spreadsheets, or data analysis tools is an added advantage.
- Customer-focused mindset with strong problem-solving capabilities.
- Excellent interpersonal, communication, organisational, and multitasking skills.
We regret that only shortlisted candidates will be notified.
However, rest assured that all applications will be updated to our resume bank for future opportunities.
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EA Personnel Name: Ochi Madoka
EA Personnel Registration Number: R24125474
EA License No.: 07C5771
