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

Preferred / Additional Job Details

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