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Customer Service Manager - Financial Services Company

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Japan

Offer summary

Qualifications:

Experience in banking or finance preferred, Fluent in Japanese (JLPT N1), Business level English preferred.

Key responsabilities:

  • Manage customer service department activities
  • Establish strategic customer service guidance
  • Perform real-time management of customer metrics
  • Ensure compliance with policies and regulations
  • Collaborate with operations to meet service levels
en world Japan K.K. logo
en world Japan K.K. http://www.enworld.com
1001 - 5000 Employees
About en world Japan K.K.
en world started over 20 years ago as a small, private, entrepreneurial firm that has now grown into the leading partner for global talent in Japan with reach across the APAC region. Since we started, en world’s values have been consistent and we have prioritized delivering the best service to our customers in the most honest and trustworthy way possible. en world’s consultants place the success of our candidates and clients at the forefront, always aiming to provide the most valuable consultation for someone’s next career step or a company’s next hire. While we are extremely proud of the journey we’ve been on, the destination is not a place where we will stop; we will strive to constantly improve. As we evolve and grow, as well as leverage our relationship with the larger en-japan Group, we will continue to maintain the core values and focus on our mission that allows us to be the best at enabling customer success in the recruitment world.
See more en world Japan K.K. offers

Job description

Logo Jobgether

Your missions

【企業の特徴】

Global Financial Services Company

【仕事内容】

【Role Definition】

  • Manages a department responsible for all customer service activities and initiatives which spans from contract booking, contract funding, payment collection, customer inquiries, contract modification, assets recovery, assets disposal, contract termination and portfolio reporting.
  • This position is also responsible for managing the operating systems and customer online portal.
  • This position manages both a team led by a support manager and several individual contributors.

【Responsibilities】

  • Establishing strategic customer service guidance and customer support initiatives in order to improve the efficiency of customer services.
  • Managing complex customer inquiries and allocating resources for workload balancing and short-term forecasting.
  • Performing real-time management of all customer contact metrics in order to achieve performance goals and financial objectives.
  • Partnering with local and distributed operations and other teams to ensure the achievement of appropriate customer service levels.
  • Ensuring business practices comply with the corporate and local policies and laws/regulations.

【応募資格】

  • Relevant experience from banking or financial institution desired.
  • Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  • Coaching Others: Knowledge of coaching and mentoring concepts and methods; ability to encourage, motivate, and guide individuals in learning and improving effectiveness.
  • Conflict Management: Knowledge of managing conflicts; ability to anticipate, recognize, and deal effectively with existing or potential conflicts at the individual, group, or situation level.
  • Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to providing excellent service to internal and external customers.

Japanese: Fluent – Native level (Equivalent to JLPT N1)

【Salary】12,000,000 - 20,000,000 yen (Based on skills and experience)

【Job Reference ID】: JO-2406-492965

【英語力】: Business level preferred

【日本語力】: Fluent – Native level (Equivalent to JLPT N1)

【待遇・福利厚生】: Social insurance , remote work,

【休日休暇】: Full 2 holiday week system (Sat/Sun) national holidays, New year’s holiday, Annual Leave

【選考プロセス】 : Resume screening and 2-3 interviews

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
Check out the description to know which languages are mandatory.

Hard Skills

Compliance Management

Soft Skills

  • strategic-planning
  • Problem Solving
  • Coaching
  • team-management
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