Customer Success Specialist

2 weeks ago

Bayan Lepas, Malaysia growthfn Full time

The Customer Success Specialist - Japanese Speaker is responsible for managing and enhancing the customer experience for Japanese-speaking clients. This role involves building strong relationships with customers, ensuring their satisfaction and success with the company's products or services, and addressing any issues or concerns they may have. The specialist will work closely with sales, support, and other departments to drive customer retention and growth.

**Key Responsibilities**
- **Customer Relationship Management**:

- Serve as the primary point of contact for Japanese-speaking customers.
- Develop and maintain strong, long-lasting relationships with customers to ensure their success and satisfaction.
- Conduct regular check-ins with customers to understand their needs and provide tailored support.
- **Onboarding and Training**:

- Guide new customers through the onboarding process, ensuring they understand how to use the company's products or services effectively.
- Provide training and resources to help customers maximize the value of the company’s offerings.
- Create and deliver customized training sessions, webinars, and workshops.
- **Issue Resolution**:

- Address customer inquiries and issues promptly and effectively, providing solutions or escalating to the appropriate team as needed.
- Follow up with customers to ensure their issues are resolved to their satisfaction.
- Monitor customer feedback and proactively address potential problems before they escalate.
- **Customer Advocacy**:

- Advocate for customers’ needs within the company, ensuring their feedback and concerns are heard and addressed.
- Collaborate with product development, sales, and support teams to enhance the customer experience.
- Gather and analyze customer feedback to identify trends and areas for improvement.
- **Retention and Growth**:

- Identify opportunities for upselling and cross-selling products or services to existing customers.
- Work with the sales team to develop and implement strategies for customer retention and growth.
- Monitor customer health metrics and take proactive steps to prevent churn.
- **Documentation and Reporting**:

- Maintain detailed records of customer interactions, issues, and resolutions in the customer relationship management (CRM) system.
- Prepare and present regular reports on customer success activities, feedback, and key metrics to management.
- Contribute to the development of customer success best practices and resources.

**Qualifications**
- **Education**: Bachelor’s degree in Business, Marketing, Communications, or a related field.
- **Experience**:

- Minimum of 2-3 years of experience in customer success, account management, or a related field.

**Job Types**: Full-time, Permanent

Pay: RM8,500.00 - RM9,000.00 per month

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