Japan Customer Experience Manager

FastLaneRecruit


Date: 1 week ago
City: Remote
Contract type: Full time
Remote
The Japan CX Manager will lead the Customer Experience and Onboarding functions within Swift Trader, managing a team dedicated to providing exceptional service through live chat, email and service requests. This role is pivotal in enhancing operational efficiency and customer satisfaction within the region.

Key Responsibilities:

  • Team Leadership and Management: Oversee the daily operations of the CX team, ensuring a high standard of customer service. Manage staff scheduling, training, and development to enhance team performance and ensure staff retention.
  • Customer Onboarding: Supervise the customer onboarding process to ensure it is efficient, compliant and user-friendly. Make ongoing improvements to streamline the process and enhance customer satisfaction.
  • Service Delivery: Ensure the team delivers high-quality customer service through various channels such as live chat, email, and service requests. Monitor response times and quality of responses to maintain service standards.
  • Performance Improvement: Continuously assess and improve the efficiency and effectiveness of customer service operations. Implement best practices and innovative solutions for customer engagement and retention.
  • Reporting and Analytics: Generate and review regular reports on team performance, customer feedback and service metrics to identify trends and areas for improvement. Use data-driven insights to guide strategic decisions.
  • Stakeholder Management: Act as the primary point of contact for customer service issues within the region. Coordinate with other departments to resolve issues swiftly and maintain customer trust.
  • Compliance and Quality Assurance: Ensure all customer interactions comply with company policies and legal regulations. Uphold high standards of data privacy and security in all operations.


Required Skills and Qualifications:

  • Minimum of 3 years of experience in customer service management, preferably in FX & CFD or Crypto financial services.
  • Strong leadership skills with the ability to manage and motivate a team.
  • Excellent communication and interpersonal skills, with fluency in Japanese and English.
  • Proficiency in customer service software and CRM systems.
  • Ability to analyze data and provide insights for process improvement.
  • High attention to detail and a commitment to providing high standards of customer service.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Media Search Analyst - English Speaker (Johor Bahru)

TELUS Digital AI Data Solutions, Remote
3 days ago
A Day in the Life of a Media Search Analyst:In this role, you will be doing a comprehensive assessment of diverse task categories, encompassing music, video, and home pod evaluations spanning various media domainsAnalyzing and evaluating search outcomes for App Store Content and conducting research using online tools to assess and validate query accuracy and intent by applying market expertise...

Applications Support Analyst / Administrator (Salesforce)

Browzwear, Remote
4 days ago
About UsBrowzwear is the leading provider of 3D fashion design, development, and merchandising solutions. Our mission is to revolutionize the apparel industry with our truly disruptive 3D technology, providing the exact tools needed to exploit the extensive opportunities in the market to achieve that goal. We work with some of the biggest and most well-known global companies in the industry.Job...

Mobile Sales Associate (2 Year Contract)

StarHub, Remote
2 weeks ago
Job Description Function as a single point of contact from pre-order, order fulfilment and providing post-sales support for StarHub’s Managed Accounts (this would include creation of quotation, orders, service requests, trouble tickets, scheduling deliveries etc. unless otherwise specified) Ensure high level of customer experience through excellent sales/after sales support Liaise directly with customers on any customers’ queries/issues and product enquiries...