Title
Japanese Speaking Customer Service Liaison
Salary
£22,000 - £26,000 per annum
Job profile
A Japanese global freight forwarding company is looking for a Customer Service Liaison.
Key Responsibilities:
1. Serve as the primary point of contact for clients moving internationally, providing guidance and support from initial inquiry through the completion of the move.
2. Coordinate with international moving teams, shipping companies, and customs agents to ensure timely and efficient service delivery.
3. Assist clients with all documentation and requirements related to customs, shipping regulations, and import/export processes.
4. Handle inquiries, concerns, and complaints from customers, resolving issues quickly and efficiently to ensure customer satisfaction.
5. Provide clients with quotes, timelines, and updates on the status of their relocation, managing expectations and keeping them informed throughout the process.
6. Maintain detailed records of all customer interactions, shipments, and documentation using customer relationship management (CRM) systems.
7. Work closely with internal teams (logistics, operations, sales) and external vendors to ensure smooth coordination of all moving services.
8. Monitor and track shipments, proactively addressing any potential delays or problems and communicating updates to clients.
9. Support the preparation of cost estimates, invoices, and other related documentation for international moves.
10. Identify opportunities for process improvements to enhance the overall customer experience.
Qualifications and Skills:
1. Previous experience in customer service, preferably within the logistics, relocation, or international moving industry.
2. Strong organizational and multitasking skills, with the ability to manage multiple client requests simultaneously.
3. Excellent verbal and written communication skills in English and Japanese.
4. Familiarity with international shipping regulations, customs requirements, and documentation for overseas relocations.
5. Ability to work well under pressure and handle challenging situations with professionalism and patience.
6. Proficiency in using office software (Microsoft Office, Excel, etc.).
7. Strong problem-solving abilities and attention to detail.
8. Customer-focused with a positive attitude and strong sense of responsibility.
Preferred Qualifications:
1. Experience working in the international moving or logistics industry.
2. Knowledge of import/export regulations and customs documentation.
Location
West London
Hours
Mon – Friday 0900am – 0500pm
Visa
Eligible to work in the UK (including YMS VISA)
About our client
A Japanese global freight forwarding company.
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