Global Financial Services CX Manager

4 days ago


Petaling Jaya, Selangor, Malaysia FastLaneRecruit Full time

FastLaneRecruit is partnering with a reputable consulting firm to find a skilled CX Manager for their Japan operations. The ideal candidate will oversee the Customer Experience and Onboarding functions, utilizing the Swift Trader platform.

About the Role:

  • The successful candidate will lead a dedicated team in providing exceptional customer service through live chat, email, and service requests.
  • They will manage staff scheduling, training, and development to enhance team performance and ensure staff retention.
  • Responsibilities include supervising the customer onboarding process to ensure efficiency, compliance, and user-friendliness.
  • The team will deliver high-quality customer service through various channels, monitoring response times and quality of responses to maintain service standards.
  • Key Performance Indicators (KPIs) will be regularly reviewed and analyzed to identify trends and areas for improvement.
  • The successful candidate will work closely with other departments to resolve issues promptly and maintain customer trust.

Required Skills and Qualifications:

  • A minimum of 3 years of experience in customer service management, preferably in FX & CFD or Crypto financial services.
  • Strong leadership skills with the ability to motivate and manage a team.
  • Excellent communication and interpersonal skills, with fluency in Japanese and English.
  • Proficiency in customer service software and CRM systems.
  • Ability to analyze data and provide insights for process improvement.
  • High attention to detail and a commitment to delivering exceptional customer experiences.

Salary Range: ¥5,500,000 - ¥7,000,000 per annum, depending on experience. This estimate is based on industry benchmarks for senior CX roles in Tokyo.



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