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Job Description:

Job Summary

As a key member of the Customer Success Team at Parcel Pro Japan, the Customer Success Representative plays a vital role in onboarding and supporting customers with transportation and insurance solutions. This role ensures a smooth setup process and provides expert guidance throughout the early stages of the customer journey. Post-purchase, the representative serves as the single point of contact for all customer inquiries, delivering timely and effective resolutions to requests and issues.

Key Responsibilities

• Act as the primary contact for assigned customers, ensuring seamless onboarding and continued engagement.
• Respond promptly and professionally to customer inquiries via phone, email, chat, and other channels.
• Resolve customer complaints and issues efficiently to ensure satisfaction.
• Provide accurate information regarding products, services, policies, and procedures.
• Collaborate with internal teams to address customer needs and enhance the overall customer experience.
• Maintain detailed records of customer interactions and updates in CRM systems.
• Escalate complex issues appropriately and coordinate with relevant departments.
• Identify opportunities to improve service processes and contribute to team initiatives.
• Stay current with product knowledge and company updates to provide informed support.
• Generate business reports to support decision-making.
• Perform other duties as assigned by management.

Required Knowledge and Skills

• Strong verbal and written communication skills
• Excellent active listening and interpersonal abilities
• Patient, empathetic, and customer-focused attitude
• Effective time management and organizational skill
• Adaptability in fast-paced environments

Employee Type:
 

Permanent

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