Customer Care Executive (Japan)

About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists - and much more. Our strength is in our employees.

Our commitment to diversity and inclusion in the workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

Responsibilities and goals you’ll own:

• Become an expert on ft.com features, capabilities and content, print and bundle products

• Respond to and resolve customer queries through phone, chat, email and social media quickly and effectively

• Escalate repeat and critical issues to the Customer Care management team or the appropriate internal channel

• Increase customer satisfaction and build loyalty by providing amazing, personal customer support and drive our CSAT program to advocate for the customer and improve the FT’s products and services through incorporating user feedback

• Drive retention and growth among our most valuable customers by understanding their business and personal needs and educating them on how the FT products support them

• Engage FT subscribers at all levels of seniority from a broad range of industries and sectors informing them of new products and services, helping readers maximise the benefits of their subscription, encouraging sign-up conversions and improved renewal rates by matching interests and requirements to FT products’ content, tools and features

• Handle and process campaign leads including but not limited to subscription renewal, payment failure, payment reminder and customer win-back

• Process subscription queries and orders made via subscription websites, fax, and email

• Maintain good working relationships with distributors and subs-agents and ensure that the new orders and renewals are followed up appropriately

• Provide clear information and/or instructions to internal clients and agencies regarding their job requests and queries

• Monitor, manage and distribute cases in the Hub queue to the appropriate queues of the resolving teams

• Deliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritised

• Provide assistance on long and short term projects from marketing and finance teams other ad hoc back-office projects providing regular updates on progress made

• Work in partnership with the Global Customer Care and B2B team to deliver print and bundle requirements, fulfil Print and digital licences and account migration whenever possible.

What you’ll need:

• Language Skills - You have excellent spoken and written English and native Japanese and can engage and persuade using multiple channels: phone, chat and email.

• Technical Skills - You have a strong understanding and working knowledge of the internet and can work using different CRM and professional tools like Salesforce, the Gmail suite, and MS Office.

• Detail Orientation - You have a high level of accuracy and attention to detail.

• Experience - You previously worked or are interested in developing a career in a customer-facing role.

• Cultural Alignment - You know both the Asian/Japanese culture and the FT global culture, recognising key differences and understanding how to navigate the two effectively to drive action to address the needs of the customers.

• Open Communication - You can convey thoughts clearly, listening attentively and asking questions for clarification and understanding.

• Collaboration and Teamwork - You can work with others to deliver results and contribute to the team’s performance, prioritising group needs over individual needs, and trying new ideas.

• Commitment to Results - You consistently achieve or exceed the desired result, demonstrating high performance, and challenging self and others to deliver.

• Customer Focus - You demonstrate a desire to help customers meet their needs proactively.

• Perseverance - You don’t give up easily and pursue everything with energy and drive.

• Problem Solving - You have an organised and logical approach to finding solutions to complex problems and look beyond the obvious to understand the root causes.

• Self-Development - You are personally committed to and actively works to continuously improve.

• Initiative - You don’t wait to be told what to do, can self-manage and meet regular deadlines, and know when to escalate issues to the Customer Care management and other teams.

Who you are:

• Ambitious and Tenacious. You aim to be the best and determined to succeed and motivated by the success of our customers, colleagues and the community.

• Curious. You are always learning and seeking ways to make things better and open to testing new ideas.

• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity and are not afraid to get your hands dirty when needed.

• Humble. You are humble and empathetic, respecting and learning from the perspectives of others.

• Receptive to feedback. You are open to both giving and embracing constructive criticisms and treat feedback as a gift.

What’s in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, and Giving Back opportunities. Full details of our benefits can be found here.

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.

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