Customer Support Assistant Manager - Japanese Speaking | Central, up to 6K

Responsibilities:

This role will work closely with outlet operations and internal departments to investigate and resolve customer issues, maintain customer service standards, and identify opportunities to improve the overall customer experience.

The successful candidate will also support the development of customer service procedures, monitor service performance, and provide guidance to team members as the customer support function grows.

1. Customer Support Operations

• Manage daily customer enquiries, feedback and complaints received through email, social media and other communication channels.
• Ensure customer enquiries and complaints are handled professionally, accurately and within established service standards.
• Investigate complex or escalated customer complaints and coordinate with relevant departments to ensure timely and appropriate resolution.
• Follow up on outstanding customer cases and ensure proper documentation and closure.
• Maintain a high standard of customer service and promote positive customer experiences.

1. Customer Service Standards & Process Improvement

• Develop, maintain and update customer service SOPs, response templates and service guidelines.
• Establish clear procedures for handling customer enquiries, complaints and escalations.
• Review existing customer service practices and recommend practical improvements to enhance service quality and efficiency.
• Work closely with outlet operations and relevant departments to address recurring customer service issues.
• Monitor key service indicators such as response time, resolution time and customer satisfaction.

1. Team Supervision & Development

• Coordinate daily customer support activities and ensure effective handling of customer cases.
• Provide guidance and support to team members in handling customer enquiries and difficult situations, where applicable.
• Share best practices to improve communication, complaint handling and customer service standards.
• Support the recruitment, onboarding and training of new team members as the function expands.
• Take on team supervision and development responsibilities as the customer support function grows.

1. Customer Feedback & Reporting

• Monitor and analyse customer feedback, complaints and service trends.
• Prepare regular customer support reports, including complaint statistics, common issues and resolution outcomes.
• Identify recurring customer concerns and recommend corrective actions or service improvements.
• Share relevant customer feedback and insights with management and internal departments to support operational improvements.

Requirements:

[Must]

• Proficiency in Japanese language for liaising with Japanese-speaking customers and stakeholders.
• Minimum 4 years of relevant experience in Customer Service, Customer Support, Customer Relations or Customer Experience.
• Hands-on experience handling customer enquiries, complaints and escalated cases.
• Experience guiding or mentoring team members would be an advantage, with the potential to take on team leadership responsibilities as the function expands.
• Good understanding of customer service standards and complaint resolution procedures.
• Strong written and verbal English communication skills to liaise with English-speaking customers and stakeholders.
• Good problem-solving, interpersonal and stakeholder coordination skills.
• Proficient in Microsoft Office, particularly Excel and Outlook.
• Able to work independently and manage multiple customer cases in a fast-paced environment.

[Advantage]

• Experience in the F&B, hospitality, retail or other customer-facing service industries.
• Experience developing or improving customer service SOPs, workflows or service standards.
• Experience coordinating with operations teams to resolve customer complaints.

[Soft Skills]

• Customer-focused with strong service recovery skills.
• Patient, professional and composed when handling difficult customers.
• Strong communication and conflict resolution abilities.
• Well-organised, detail-oriented and able to prioritise effectively.
• Proactive in identifying customer service issues and recommending improvements.
• A collaborative team player with good leadership potential.

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

EA Personnel Name: Yuta Nakamura EA Personnel Reg. no.: R23117850 EA License no.: 07C5771