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Urgent! Executive Customer Relation - Japanese & English Job Opening In Kuala Lumpur – Now Hiring Concentrix

Executive Customer Relation Japanese & English



Job description

Overview

The Executive Customer Relations (ECR) role is responsible for managing and enhancing relationships with key customers, addressing escalated issues, and ensuring a high level of customer satisfaction.

This position plays a crucial role in maintaining a positive brand image and fostering customer loyalty.

Responsibilities

  • Handle escalated issues: Address and resolve customer complaints or issues that have been escalated from lower levels of support.

  • Customer satisfaction: Ensure a high level of customer satisfaction by providing timely and effective solutions.

  • Relationship building: Develop and maintain strong relationships with key customers, acting as a primary point of contact.

  • Feedback analysis: Collect and analyse customer feedback to identify trends and areas for improvement.

  • Reporting: Prepare detailed reports on customer interactions and issues to inform business strategies.

  • Collaboration: Work closely with other departments, such as sales and marketing, to align customer relations strategies with overall business goals.

  • Utilize knowledge and experience to impact improvement across supportability, customer experience, product design, and end-to-end processes.

  • Develop and implement customer service policies and procedures.

Qualifications / Hiring Requirements

  • High school diploma with six-plus months of customer service experience preferred.

  • Courteous with a strong customer service orientation.

  • Strong computer navigation skills and PC knowledge.

  • Ability to effectively communicate, both written and verbally.

  • Ability to learn quickly with strong problem-solving skills.

  • Dependable with proficient attention to detail.

  • Skilled in multi-tasking; able to be flexible and adapt to changes quickly.

  • Tolerance for repetitive work in a fast-paced, high production environment.

  • Ability to work as a team member, as well as independently.

  • Demonstrate patience in all customer contact situations; maintain a pleasant and professional tone and manner.

  • Able to rotate shifts, as needed.

  • Based on location and/or program, additional experience/skills may be required.

Preferred / Additional Job Details

  • Seniority level: Mid-Senior level.

  • Employment type: Full-time.

  • Job function: Customer Service.

  • Industries: IT Services and IT Consulting.

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Required Skill Profession

Marketing & Media



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