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Customer Assurance Manager at HP Law

Tokyo, Tokyo, Japan -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Assurance, Service Excellence, Complaint Handling, Collaboration, Root Cause Analysis, Corrective Actions, Preventive Actions, Customer Satisfaction, Analytical Skills, Problem-Solving, Communication Skills, Interpersonal Skills, Data Visualization, CRM Platforms, Attention to Detail, Continuous Improvement

Industry

IT Services and IT Consulting

Description

Lead and manage customer assurance programs to uphold service excellence. Handle customer complaints and escalations with professionalism and urgency. Collaborate with internal teams to resolve issues and enhance customer satisfaction. Conduct root cause analysis and drive corrective/preventive actions. Proactively identify areas for improvement and implement preventive actions. Provide regular performance reports and insights to the customer and senior leadership. Identify and support service growth opportunities. Graduate Degree in Business, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence. 8+ years of experience in customer service, quality assurance, or related roles. Excellent communication and interpersonal skills, with the ability to manage global customers and internal stakeholders at all levels. Strong understanding of customer experience management and quality assurance principles. Strong analytical and problem-solving abilities. Ability to work independently and lead cross-functional initiatives. High attention to detail and a commitment to continuous improvement Proficient in root cause analysis and corrective /preventive action planning. Ability to interpret technical documentation/ issues and collaborate effectively with the customer IT team and internal engineering/ technical expert teams. Ability to use data visualisation tools (e.g., Power BI, Tableau) for reporting and insights. Experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics 365) Proficient in English

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Responsibilities

Lead and manage customer assurance programs to uphold service excellence and handle customer complaints with urgency. Collaborate with internal teams to resolve issues and enhance customer satisfaction.