IFS

Customer De-Escalation & Engagement Advisory Manager

Tokyo, Japan · Hybrid · Full-time

Posted over 6 months ago: check it’s still open

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About the role

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EmployerIFS
LocationTokyo, Japan
Work styleHybrid
Employment typeFull-time
Employer posted7 months ago

Overall, the Customer Office serves as a bridge between customers and IFS, working to align our organization's efforts with customer expectations and needs. Through its functions and initiatives, it aims to create a customer-centric culture within IFS, driving continuous improvement and ultimately delivering greater value to our customers. The De-Escalation & Engagement Advisory Manager is hybrid role covering two key functions within the Customer Office:

Engagement Advisory

Be the voice of IFS in one-to-many digital communications such as webinars and other written communication

Manage and own customer onboarding to ensure correct expectation setting and set the customer up for long-term success.

Proactively manage and own the customer engagement throughout the lifecycle to drive desired outcomes and prioritize work by focusing on what’s mutually important for the customer and IFS.

Show full description

Be the Voice of the Customer (VoC), gathering and understanding all customer feedback streams to improve the quality and experience of delivered services and be the internal catalyst of improvement initiatives.

Develop and define programmatic customer journey maps and action plans to ensure consistency and industry context in our engagement.

Account Escalation

Evaluation of escalation requests to decide if an escalation is appropriate based on the business impact and preceding actions taken to manage the situation

Align the escalation scope and the escalation success criteria with Customer's and IFS stakeholders, including C-level management

Organize and manage onsite or remote assessment of the customer situation

Work with the de-escalation team and the Customer to create and manage execution of a de-escalation action plan across all IFS functions

Initiate and lead incident management calls

Provide internal and external senior management escalation status reporting (one source of the truth).

Manage expectations of all internal and external stakeholders involved in the escalation

2+ years of successful project or escalation management experience

5+ years in Customer Support or professional Service Delivery roles

Fluent in English and Japanese

Ability to keep calm under pressure and manage difficult customer situations

Understanding of support Service Level Agreements and their application

Analytical, structured, and methodical in approach

A strong Customer focused with an ability to work independently with limited management support to achieve the escalation results

Why join IFS? By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

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