IYRC Bilingual Customer Success Associate (Japanese / English)

職務要件

Our ideal candidate has:

• A Bachelor's degree in Marketing/Communication/English/any relevant degree
• At least 3 years of experience in Sales and Customer Support
• Fluent English proficiency (reading/writing/speaking)
• Business level Japanese proficiency (would be an advantage)
• An ability to work cross-functionally
• A can-do and positive attitude and be comfortable giving and receiving feedback
• An ability to remain scrappy and comfortable enough to shift focus if priorities change and have good judgment on what to prioritize
• A working knowledge/broad understanding of the higher education landscape (US and/or international) and the general requirements needed to gain admissions into top higher education institutions
• Basic experience managing projects and prioritizing work
• An ability to maintain composure and to handle strong personalities or lead tough conversations
• Strong communication skills and comfortable over-communicating and keeping all stakeholders (internal/external) informed
• Experience leading clients or customers through basic sales techniques such as understanding their needs, discovering new opportunities, and overcoming challenges.
• Ability or willingness to learn to use CRM and incorporate best practices
• Proven track record of building relationships with various personalities and backgrounds

職務内容

Do you love working with incredibly smart people with diverse backgrounds who inspire you to be better and work harder every day? Do you enjoy building relationships, getting excited to work with clients, and using your knowledge about higher education to help develop plans that allow clients to reach their dream goals? Consider joining our client services team at Tokyo Academics.

This role will be based out of our Tokyo office and working during regular business hours of 10:00am to 7:00pm Japan time.

What you will work on:

• Provide amazing customer service, manage our client base and help provide best-in-class college admissions consulting recommendations
• Work closely with our service teams, Marketing, Engineering, and Finance departments to ensure a seamless customer experience
• Lead client planning process in conjunction with stakeholders from the client services and marketing teams to determine engagement cadence, additional services offered, and critical milestones
• Meet targets and goals for services renewals, customer satisfaction, client referrals, and additional relevant services
• Establish productive and professional relationships with key clients, and become the expert on all aspects of the client relationship
• Routinely assess, clarify, and validate client needs, as well as lead solution development efforts that best address those needs
• Provide service solutions that expand and deepen client relationships
• Upselling
• Assisting in providing strong customer satisfaction
• Help train others on changes to customer service policies and best practices for VIP client interactions
• Work closely with the team to stay abreast on unique client interactions
• Identify opportunities to update and improve customer service procedures and make recommendations to division heads

Benefits:

• Competitive compensation package including a performance-based bonus biannually
• Compensation is commensurate with experience
• 20 days of paid time off per year
• *Visa sponsorship (if needed)
• Join a rapidly growing company with opportunity for career progression
• Autonomy to implement ideas and have a significant impact
• Potential for career progression and diversification

Work hours:

• 40 hours / week, Sunday to Thursday
• Working in-person from 10AM to 7PM Japan Standard Time