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MD

Senior Client Support Analyst

Macpower Digital Assets Edge Private Limited
🇯🇵 Japan
On-site
Senior
5 days ago
¥5,000,000 – ¥6,000,000 / year
  • Risk Management
  • Incident Management
5 days ago
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Not enough detail in this posting to match

JOB SUMMARY:Being a member of Chief Client Office, the Client Support role focused on analyzing incoming client queries via phone, email, and web portal, providing functional expertise and advice to clients, act as first level of critical issue and coordinate necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and the User Acceptance Testing team.

RESPONSIBILITIES:
  • Handling incoming client calls and client queries via web portal and emails, provide client resolution or identifying and setting client expectation for follow-up during the initial client calls.
  • Accountable for analyzing, tracking, and communicating updates and resolution to clients in a timely manner and within the query management expectations.
  • Prioritize and follow partner concern procedure on critical service disruption issue and maintain accurate case management information and categorization.
  • Pro-actively monitor and provide timely response to clients by coordinate and collaborating with various internal teams: product management, relationship management, technology, application development and Business management teams.
  • Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
  • Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and improves client experience. Identify training needs and facilitate training delivery.
  • Maintain a steadfast focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or raising problems promptly
  • Actively engage and improve knowledge database using Knowledge Centered Service (KCS) by creating and/or modifying knowledge articles.
  • Participant actively in Major Incident Management representing Client Service team, identify client impact issue and provide resolution/ recommendations
  • Lead project implementation and support internal functional testing for new releases impacting clients
  • Adhered Client Support procedure and identify process and procedural gaps and update where vital.
  • Aligns risk and control processes into day to day responsibilities to supervise and mitigate risk; raises appropriately.​

BASIC QUALIFICATIONS:
  • Minimum of 2 years of related experience.
  • Bachelor's degree preferred or equivalent experience.
  • Superior communication, interpersonal, and listening skills.
  • Excellent communication (verbal and written) primarily in Japanese and proficiency in English (some positions may require a particular language as per the client base supported).
  • Excellent troubleshooting skills.
  • Customer Service skills.
  • Ability to create accurate documentation with an attention to detail.
  • Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
  • Valid LinkedIn profile.
  • Must have valid Japanese Passport.

Senior Client Support Analyst · Macpower Digital Assets Edge Private Limited

Auto apply with Likeremote