Executive Customer Relation - Japanese & English

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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