Total 3 customer service job vacancies in Japan, Tokyo

About Us

Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.com, helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API, blockchain, trading systems, and data science are to enable easy access to financial services that were previously inaccessible or difficult to understand.

Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world. For instance, we are the first platform globally to simplify and offer investment-linked life and health insurance online, coupled with an instant talk-to-agent service.

Role Description

As the Customer Experience Executive for our Japan expansion, you will play a crucial role in ensuring that our customers receive outstanding service and support. You will be responsible for managing customer interactions, addressing inquiries and concerns, and fostering loyalty and satisfaction among our Japanese customer base.

Key Responsibilities

• Interact with customers via various channels, including phone, email, chat, and social media, to provide timely and personalized assistance. Build rapport and establish positive relationships with customers.
• Respond to customer inquiries, requests, and complaints in a professional and empathetic manner. Resolve issues promptly and effectively, striving to exceed customer expectations.
• Develop a deep understanding of our products/services and their features, benefits, and use cases. Provide accurate and helpful information to customers to assist them in making informed purchasing decisions.
• Proactively seek feedback from customers to understand their needs, preferences, and pain points. Use customer insights to identify opportunities for improvement and drive enhancements to our products/services and customer experience.

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of 2-3 years of experience in customer service or customer experience roles, preferably in a multinational environment.
• Strong communication, interpersonal, and problem-solving skills.
• Fluent in Japanese and proficient in English (both written and spoken).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Empathetic and customer-focused mindset, with a passion for delivering exceptional service.

• You will be working in a fast-growing startup that promotes flexible and open culture
• Fast moving, challenging and unique business problems
• Attractive remuneration and performance incentives
• Strong learning and development plans for your career growth
• Great career development opportunities in a growing company
• International work environment and flat organization
• Competitive salary

About Us

Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.com, helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API, blockchain, trading systems, and data science are to enable easy access to financial services that were previously inaccessible or difficult to understand.

Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world. For instance, we are the first platform globally to simplify and offer investment-linked life and health insurance online, coupled with an instant talk-to-agent service.

Role Overview

As the Customer Experience Lead for our Japan expansion, you will be responsible for leading the customer-centric culture and ensuring that every interaction with our brand exceeds expectations. You will play a pivotal role in shaping and optimizing the overall customer journey, driving loyalty and advocacy among Japanese customers.

Key Responsibilities:

• Analyze and optimize the end-to-end customer journey, identifying opportunities to enhance the customer experience across all touchpoints.
• Implement processes to collect and analyze customer feedback, leveraging insights to drive continuous improvement and inform strategic decision-making.
• Collaborate closely with internal teams such as marketing, sales, operations, and product development to align customer experience initiatives with business objectives and ensure seamless execution.
• Develop and deliver training programs to frontline staff and customer-facing teams, ensuring they are equipped with the knowledge and skills to deliver exceptional service.
• Understand and adapt to the cultural nuances and expectations of Japanese customers, ensuring that all customer experience initiatives are culturally relevant and resonate with the local market.
• Establish service quality standards and metrics, monitoring performance to ensure consistent delivery of high-quality service and prompt resolution of customer issues.
• Foster a culture of customer advocacy within the organization, driving employee engagement and empowerment to proactively address customer needs and exceed their expectations.

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of 3-5 years of experience in customer experience management or related roles, preferably in a multinational environment.
• Deep understanding of Japanese consumer behavior, cultural norms, and expectations.
• Strong communication, interpersonal, and leadership skills.
• Experience in developing and implementing customer experience strategies and initiatives.
• Ability to work collaboratively across functions and influence stakeholders at all levels of the organization.
• Fluency in English and Japanese (both written and spoken) is preferred.

• You will be working in a fast-growing startup that promotes flexible and open culture.
• Fast moving, challenging and unique business problems.
• Attractive remuneration and performance incentives.
• Strong learning and development plans for your career growth.
• Great career development opportunities in a growing company.
• International work environment and flat organization.
• Competitive salary.
• Flexible working hours & arrangement, Casual work attire.

About Us

Bjak is focused on providing access to affordable and sustainable financial services for people in ASEAN. Headquartered in Malaysia, Bjak is the largest insurance portal in Southeast Asia. Our main portal, Bjak.com, helps millions find the insurance policy with the best value and highest coverage for them. Our investments in technology such as Custom API, blockchain, trading systems, and data science are to enable easy access to financial services that were previously inaccessible or difficult to understand.

Our core strengths are in navigating the most complex regulations and environments, creating some of the most innovative products in the world. For instance, we are the first platform globally to simplify and offer investment-linked life and health insurance online, coupled with an instant talk-to-agent service.

Role Overview

As the Customer Experience Manager for our Japan expansion, you will play a crucial role in shaping and enhancing the overall customer experience journey. Your primary focus will be on understanding the unique needs and preferences of Japanese customers and implementing strategies to exceed their expectations at every touchpoint.

Key Responsibilities

• Analyze and map the end-to-end customer journey to identify pain points and opportunities for improvement. Develop strategies to enhance the overall customer experience across all touchpoints.
• Implement systems and processes to collect, analyze, and act upon customer feedback effectively. Use insights gathered to drive continuous improvement and deliver actionable solutions.
• Develop and deliver training programs to frontline staff and customer-facing teams to ensure they are equipped with the knowledge and skills to deliver exceptional customer service. Foster a customer-centric culture within the organization.
• Collaborate closely with internal teams such as marketing, sales, product development, and operations to ensure alignment of customer experience initiatives with business goals and objectives.
• Establish service quality standards and metrics to measure and monitor the performance of customer service operations. Implement processes and procedures to maintain high levels of service quality and consistency.
• Understand and adapt to the cultural nuances and expectations of Japanese customers. Ensure that all customer experience initiatives are culturally appropriate and resonate with the local market.
• Develop and implement processes for handling customer complaints and escalations in a timely and effective manner. Work to resolve issues to the satisfaction of the customer while minimizing negative impact on the brand reputation.

• Bachelor's degree in Business Administration, Marketing, or related field.
• Minimum of 3-5 years of experience in customer experience management or related roles, preferably in the retail or service industry.
• Deep understanding of Japanese consumer behavior, cultural norms, and expectations.
• Strong communication, interpersonal, and problem-solving skills.
• Experience in developing and implementing customer experience strategies and initiatives.
• Ability to work collaboratively across functions and influence stakeholders at all levels of the organization.
• Fluency in English and Japanese (both written and spoken) is preferred.

• You will be working in a fast-growing startup that promotes a flexible and open culture.
• Fast moving, challenging and unique business problems.
• Attractive remuneration and performance incentives.
• Strong learning and development plans for your career growth.
• Great career development opportunities in a growing company.
• International work environment and flat organization.
• Competitive salary.
• Flexible working hours & arrangement, Casual work attire.