Customer Support/Customer Relation-Leader position

Job Descriptions

• Manages high-end client issues and escalations, providing tailored solutions and maintaining strong client relationships
• Collaborate with other leads in department in problem solving to help assist in better efficiencies within the team
• Ability to be proactive in any ongoing issues with the department for instance, adding a new subtype for tracking incoming data for quality or problem order issues, whether internal or external
• Viewed as an informal leader
• Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service standard timelines.
• Assisting team members with all queries

• Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive follow-up
• Research and Quality Assurance review responses
• Tracking resolutions in a timely manner throughout Operations
• Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email

Required

• Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things.
• Experience with Salesforce or similar CRM; implementation experience is a plus.
• Native Japanese and business level in written and spoken English
• Few years of customer service related experience