Customer Service Manager (Japanese Market)

Tokyo JP

Tokyo JP As a Customer Service Manager (Japanese Market), you will be responsible for servicing accounts in the Japanese region. You will own (and be expected to grow) relationships with many of these accounts. You will need to interact with colleagues across departments in your daily work to ensure that customer needs are satisfied. You need to be analytical in nature, and willing to analyze data sets to help tell stories from the data to clients. Furthermore, you will need to take ownership of our Japanese solutions– constantly trying to improve the user experience and liaising between our product and customer facing teams to ensure improvements are delivered. To succeed in this role, you will need to be outgoing, detail-oriented and prepared to learn about new technologies.

Responsibilities:

·       Manage day-to-day customer requests

·       Set-up, launch, monitor, and close client’s projects on the Realeyes platform and third parties (panels) and make sure that projects are delivered in time and within appropriate parameters.

·       Interpret Realeyes data so that it addresses customer's business needs and craft presentations for customers based on in-depth understanding of customer

·       As our expert in the region, help to make our solutions more suitable for the local cultural requirements

·       Provide feedback to our development teams related to Japanese of our solutions

·       Onboard clients on Realeyes proprietary reporting system, Realeyes platform, methodology and data

·       Identify customer business needs and work with management to map out how our team/product will be deployed to address

·       Understand custom initiatives for clients and manage the cross-team (Support/Product/Sales) efforts to deliver

·       Support voice of the client efforts – taking firsthand feedback to product and R&D teams

·       Develop/maintain systems to track and report usage and client feedback

·       Support sales teams with sales processes including creating Work Orders, tracking Purchase Orders and coordinating Invoicing

 

Required Skills & Qualifications:

 

·       Bachelor’s Degree in a Business, Management or related field

·       Minimum one-year experience in position that requires analytical skills

·       Computer skills required: Microsoft Office; PowerPoint, Word, Outlook and Excel, including understanding Excel’s formulas and pivot tables

·       Necessary skills include the ability to work well in a team, an overdeveloped sense of personal responsibility, accountability, willingness to assist in multiple areas, prioritization, and the ability to effectively communicate with people from different teams and different geographical locations and utilizing your understanding of the local cultural behavior to help improving our products.

·       Marketing, Ad-agency and Technology related work experience is a strong advantage

·       Project Management or Customer Success experience is an advantage

·       Experience in UX design or understanding of Japanese UX flow is also an advantage

·       Native Japanese

·       Fluent English (both written and spoken) is required

·       Ability to effectively communicate with people from different teams and geographic backgrounds and locations

·       Possesses a strong aptitude and interest in new technologies and software

·       Good interpersonal skills and interpreting customer needs

 

 

Apply now

Please write your application letter and CV in English. Any interviews will also be spoken in English.

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