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Executive Customer Relation - Japanese & English

Executive Customer Relation - Japanese & English

ConcentrixKuala Lumpur, Kuala Lumpur, Malaysia
7 hours ago
Job description

Overview

The Executive Customer Relations (ECR) role is responsible for managing and enhancing relationships with key customers, addressing escalated issues, and ensuring a high level of customer satisfaction. This position plays a crucial role in maintaining a positive brand image and fostering customer loyalty.

Responsibilities

  • Handle escalated issues : Address and resolve customer complaints or issues that have been escalated from lower levels of support.
  • Customer satisfaction : Ensure a high level of customer satisfaction by providing timely and effective solutions.
  • Relationship building : Develop and maintain strong relationships with key customers, acting as a primary point of contact.
  • Feedback analysis : Collect and analyse customer feedback to identify trends and areas for improvement.
  • Reporting : Prepare detailed reports on customer interactions and issues to inform business strategies.
  • Collaboration : Work closely with other departments, such as sales and marketing, to align customer relations strategies with overall business goals.
  • Utilize knowledge and experience to impact improvement across supportability, customer experience, product design, and end-to-end processes.
  • Develop and implement customer service policies and procedures.

Qualifications / Hiring Requirements

  • High school diploma with six-plus months of customer service experience preferred.
  • Courteous with a strong customer service orientation.
  • Strong computer navigation skills and PC knowledge.
  • Ability to effectively communicate, both written and verbally.
  • Ability to learn quickly with strong problem-solving skills.
  • Dependable with proficient attention to detail.
  • Skilled in multi-tasking; able to be flexible and adapt to changes quickly.
  • Tolerance for repetitive work in a fast-paced, high production environment.
  • Ability to work as a team member, as well as independently.
  • Demonstrate patience in all customer contact situations; maintain a pleasant and professional tone and manner.
  • Able to rotate shifts, as needed.
  • Based on location and / or program, additional experience / skills may be required.

    • Preferred / Additional Job Details

  • Seniority level : Mid-Senior level.
  • Employment type : Full-time.
  • Job function : Customer Service.
  • Industries : IT Services and IT Consulting.

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    Customer Executive • Kuala Lumpur, Kuala Lumpur, Malaysia