Customer Service Assistant Manager

Key Responsibilities: Customer Relationship Management • Manage customer interactions via digital and telephonic channels with professionalism and efficiency. • Provide timely, accurate responses to inquiries and evaluate complex data to resolve escalated complaints effectively. • Maintain meticulous records of all client interactions in strict adherence to management protocols. Marketing & Merchant Relations • Coordinate operational workflows to ensure the customer service team meets strategic performance targets. • Conduct comprehensive merchant research to identify partnership opportunities and drive transaction volume. • Collaborate with merchants to develop and execute special offers and promotional campaigns. Cross-Border Liaison & Translation • Serve as the primary linguistic and operational bridge between local departments and Tokyo Headquarters. • Translate business proposals, campaign materials, and technical content into Japanese to ensure brand alignment. • Facilitate internal and external communication to ensure all stakeholders are informed of the latest service updates. Requirements: • Prior experience in the hospitality or tourism sector with a deep understanding of traveler requirements and consumer behaviour. • Business-level of Japanese language (Minimum JLPT 1) to handle translations and communication with Japan stakeholder and clients. • Proven ability to identify individual customer needs and deliver tailored solutions. • Proficient in intermediate IT applications with strong negotiation and interpersonal communication abilities.