Japanese Customer Support Manager

Japanese Customer Support Manager

We are on the hunt for a creative, talented and analytical Japanese Customer Service Manager, who is passionate about being lead of a successful team. You will already be working in an online customer support role, with experience in varied fields, especially Fintech or Financial Services.

Role overview

This role will work within the Asia market, with focus on Southeast Asia & GCC regions. Success in this position is integral to the success of this new division and will be required to take on a lot of responsibility early on and to hit the ground running.

Key Performance Areas:

Carry out support for VIP clients within the market, depending on the language spoken

Give input on the effectiveness of marking campaigns via feedback from clients

Assist VIP clients with any technical issues and queries that they may have

Provide feedback to the managers regarding the customer experience

Handling escalated customer complaints and issues

Manage performance of the reporting CS subordinated staff

Developing and implementing customer service policies and procedures

Collaborating with other departments to ensure a consistent and high-quality customer experience

Maintaining up-to-date knowledge of company products and services

Providing coaching and mentoring to team members to improve their skills and performance

Skills Required:

Japanese(Natives) speaker is a must for this role, as well as fluent English language (Malay language is a

bonus) skills to be able to communicate with the team worldwide

5+ years in customer service management

In-depth knowledge in understanding Japanese work culture

Strong client-facing and communication skills

Ability to multi-task, prioritize, and manage time effectively

Strong problem-solving and decision-making skills and analytically minded

Ideally some exposure in campaign analysis and developing marketing strategy

Excellent workload management and organisational skills

Ability to work autonomously and create foundations for the growth of a new team

Working Hours:

9AM-6PM (8H a day including 1H lunch break) Monday Friday

Possibly work on two Saturdays per month, additional pay will be given

Additional overtime may be required, additional pay will be given

Benefits:

Competitive salary plus Performance and success related bonus

Paid holiday days, plus bank holidays

A positive and friendly working culture

The ability to make a real difference to the company where your views are heard and respected