Customer Support Assistant Manager (Japanese Speaking)

[Job ID: 1651781]

Job Summary:

Join a growing organisation to lead customer support operations, drive service excellence, and support CRM and process improvement initiatives.

Responsibilities:

• 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.

Requirements:

• 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 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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