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Title
Text copied to clipboard!Customer Relations Manager
Description
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We are looking for a Customer Relations Manager who is passionate about strengthening customer relationships and building long-term trust. In this role, you will work to enhance customer satisfaction, collect and analyze feedback, and collaborate with internal teams to optimize the customer experience. The Customer Relations Manager plays a key role in reflecting the voice of the customer in business strategy and contributes to improving brand loyalty.
Key responsibilities include designing and improving customer service processes, leading the customer support team, analyzing customer data, resolving complaints and issues promptly, and optimizing campaigns in collaboration with the marketing department. You will also be expected to conduct regular customer satisfaction surveys and propose improvements based on the results.
The ideal candidate will have excellent communication and problem-solving skills, a customer-centric mindset, and experience using CRM and data analysis tools. Leadership skills and the ability to work cross-functionally with various departments are also essential.
This position is highly rewarding as it directly impacts business growth and customer retention. We welcome applicants who are eager to build trust with customers and contribute to enhancing the company’s brand value.
Responsibilities
Text copied to clipboard!- Develop and implement strategies to improve customer satisfaction
- Manage and train the customer support team
- Collect and analyze customer feedback
- Respond to and resolve complaints and issues promptly
- Utilize CRM systems to manage customer information
- Collaborate with marketing to optimize campaigns
- Conduct regular customer satisfaction surveys
- Propose improvements to enhance customer experience
- Coordinate and share information with internal stakeholders
- Implement initiatives to increase customer retention
Requirements
Text copied to clipboard!- 3+ years of experience in customer service or client relations
- Excellent communication and interpersonal skills
- Experience using CRM tools (e.g., Salesforce, Zendesk)
- Data analysis and reporting skills
- Team management experience
- Strong problem-solving and adaptability
- Experience working cross-functionally
- Customer-centric mindset
- Business-level proficiency in Japanese (reading, writing, speaking)
- English proficiency is a plus
Potential interview questions
Text copied to clipboard!- What was the most challenging customer interaction you've handled?
- Describe your experience using CRM tools.
- What specific actions have you taken to improve customer satisfaction?
- How have you managed and led a team?
- Have you worked on cross-functional projects? Describe your role.
- How do you handle customer complaints?
- How do you use data analysis in your work?
- What initiatives have you implemented to improve customer retention?
