Customer Service Specialist (Baby Product)

About Our Client

Baby Product Company

Location: Tokyo

What you'll do

As a Customer Service Specialist, you will play a crucial role in ensuring exceptional customer experiences and problem-solving. You will be responsible for handling various customer inquiries through multiple channels, providing support, and offering after-sales services. Additionally, you will collaborate with cross-functional teams to address challenging questions and contribute to the improvement of our products and services.

Key Responsibilities

Handling Customer Inquiries:

• Responding to customer inquiries via phone, email, LINE, Instagram DM, and Facebook.

• Independently resolving most customer inquiries while consulting product development or offline/online sales teams for complex issues.

Quality Complaints and Feedback:

• Addressing quality complaints and escalating them to the QA department for internal improvements.

• Recording redemptions from the points program and providing reports to the company for analysis and future enhancements.

Collaboration and Communication:

• Maintaining close communication with online and offline sales teams to stay updated on consumer promotions and effectively address customer queries.

• Executing post-campaign follow-ups with consumers, such as notifying contest winners and coordinating with the design team for special requests.

Reporting and Analysis:

• Summarizing all activities and sending reports to relevant departments for follow-up actions and improvements.

• Setting conversion KPI targets to recruit new customers and encourage existing ones to join the subscription service.

Marketing and Outreach:

• Crafting and sending targeted messages through social media, email, and other media to maximize sales conversion.

• Creating reports on customer behavior and activity to improve marketing campaigns and outreach strategies.

Customer Database Management:

• Creating and maintaining a centralized database of customer information accessible to relevant employees across the organization.

• Optimizing audience segmentation to increase customer repeat purchase rates, customer lifetime value (LTV), and engagement.

After-Sales Services:

• Providing after-sales services to online customers, addressing their questions and concerns.

Photo Campaign Services:

• Handling the printing of photo campaign data onto various materials, requiring occasional travel to a production facility.

KPI Measurements:

Weekly and Monthly Reports:

• Timely and accurate submission of reports with actionable recommendations for improvement.

Customer Satisfaction:

• Finding ways to record and measure customer satisfaction after servicing interactions.

Consumer Conversion Rate:

• Tracking and improving the conversion rate of potential customers into purchasing customers.

Internal Customer Satisfaction:

• Obtaining feedback from offline, online, and supply chain departments on teamwork and cooperation.

Communication Metrics:

• Tracking the number of messages sent to customers.

Average Customer Review:

• Maintaining an average customer review score of at least 4 out of 5.

Closing Rate:

• Ensuring 90% of customer inquiries/requests are resolved by the end of each day.

Customer Database Organization:

• Sorting and maintaining the customer database based on demographics, types of inquiries, and requests.

What you need to succeed

• 3+ years experience in customer service or related supporting roles.

• Excellent communication and problem-solving skills.

• Strong attention to detail and ability to multitask effectively.

• Familiarity with social media platforms and customer relationship management (CRM) tools is a plus.

• Flexibility to travel within Japan occasionally for production facility visits.

• Business Level English

• Native Level Japanese