- 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.
- 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 effectively 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.
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EA Personnel Name: Ochi Madoka
EA Personnel Registration Number: R24125474
EA License No.: 07C5771