Global Financial Services CX Manager
4 days ago
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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