Client Relationship Manager (Multilingual - Japanese)

The Client Relationship Manager is the first level support for customer concerns and is responsible in forming and
preserving a trusting relationship with customers. This individual contributor role builds rapport with customers through
effective communication, strategic thinking, and possessing strong problem-solving and analytical skills. The goal of the
Client Relationship Manager is to maintain strong relationships with clients to boost the company brand and its profits.

• Build positive relationships with customers; Initiate and develop relationships with clients for business growth
• Directly communicate with Japanese customers through call and/or email and chat in assistance to concerns and
  queries raised
• Address client issues/concerns in an accurate and timely manner; provide advice and consultancy to clients in an
  effective manner
• Maintain strong knowledge of company’s products, to support and educate clients
• Consistently communicate and understand client concerns related to technology and business support
• Works with software engineers to understand new technology and forecast possible new client requirements or
  issues
• Understand customer needs and develop plans to address them
• Resolve customer complaints quickly and effectively
• Provide user support and customer service on company-supported applications and platforms; troubleshoot
  problems and advise on the appropriate action
• Common Customer issues:
  
  • Data Accuracy - customers not following the necessary steps
  • Error in log data
  • Checking of files
• Stay current with system information, changes and updates and research questions using available information
  resources
• Able to react to change productively and handle other essential task as assigned

• Bachelor’s Degree in Information Technology, Computer Science, Engineering or any related field
• At least 2-4 years of working experience and training in troubleshooting and providing help desk support
• Must be able to fluently communicate with Japanese customers in both oral and written form; with at least an N3
  Level Linguistic Competency
• Ability to adhere to standard operating procedures and able to transfer information in simple terms
• Must be technologically literate/computer savvy; able to understand and comprehend instruction manuals
• Relationship-driven and have good customer service orientation with a proven track record in problem analysis
  and problem-solving
• Must be able to adapt well to a fast-paced working environment, with good planning and organization skills and
  high stress tolerance
• Keen attention to detail and strong aptitude in software-related issues
• Can support a Technical customer base (Japanese)
• Able to represent the company well to Japanese customers
• Can work autonomously and able to understand the problem and truly comprehend the bigger picture
• Be able to translate issues, ask the necessary questions, and provide instructions on next steps to solve the
  problem
• Understand the customers culturally and be able to bridge the gap between differences in language and culture
• Aptitude for fostering positive relationships
• Work well with a team and is able to interact with different types of people (clients / employees)
• Willing to travel at least 10% of the time to Japan
• Must be willing to work in BGC in working hours parallel to Tokyo time zone, Japan Standard Time (JST)

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.