■主な提供サービス内容：
・グローバル事業戦略コンサルティング
・グローバルカスタマーサクセス（サポート）戦略コンサルティング
・グローバル人事コンサルティング＆調査
（バックグラウンドチェック、企業・個人調査、その他）
・グローバル人財採用コンサルティング
・安全衛生管理コンサルティング
・名刺・ポスター、DTPデザイン
・文書データ作成・翻訳
■Main services provided:
・Global customer success (support) strategy consulting
・Global HR Consulting & Investigations
(Background Checks, Corporate/Individual Investigations, etc.)
・Global Talent Acquisition Consulting
・Occupational Health & Safety Management Consulting
・Business Cards, Posters, DTP Design
・Document Data Creation & Translation
・グローバル事業戦略コンサルティング
・グローバルカスタマーサクセス（サポート）戦略コンサルティング
・グローバル人事コンサルティング＆調査
（バックグラウンドチェック、企業・個人調査、その他）
・グローバル人財採用コンサルティング
・安全衛生管理コンサルティング
・名刺・ポスター、DTPデザイン
・文書データ作成・翻訳
■Main services provided:
・Global customer success (support) strategy consulting
・Global HR Consulting & Investigations
(Background Checks, Corporate/Individual Investigations, etc.)
・Global Talent Acquisition Consulting
・Occupational Health & Safety Management Consulting
・Business Cards, Posters, DTP Design
・Document Data Creation & Translation
■グローバルカスタマーサポート（サクセス）戦略構築の重要性：
今日のグローバル経済社会において、各企業に求められるのは独自のブランド力で商品やサービスを販売するだけではなく、販売後もお客様にご満足頂けるカスタマーサポートを提供し、今後もお客様が継続して商品やサービスをご購入いただける様、カスタマーロイヤリティーを高め、ファン（お客様）を増やし維持する必要性がグローバル規模で求められております。 カスタマーロイヤリティを高めるには、顧客理解を深め、パーソナライズされた体験、優れた顧客サービス、信頼関係の構築、そしてロイヤルティプログラムの導入といった施策を組み合わせることが効果的です。具体的には、顧客データを活用して一人ひとりに最適な提案をしたり、お問い合わせに対し迅速かつ親切・丁寧をモットーとした対応が重要な要素となります。よって、各企業において洗練されたグローバルカスタマーサクセス（サポート）戦略の構築こそ、世界のお客様からブランドの商品やサービスに愛着や信頼といった高いカスタマーロイヤリティーを獲得することが可能となる最重要要素と考えられます。
■グローバルカスタマーサポート（サクセス）戦略コンサルタントについて：
グローバルカスタマーサポート（サクセス）戦略コンサルタントとは、グローバルカスタマーサポート（サクセス）戦略チームの重要な参謀役の一員であり、多文化や多言語的な要素を考慮した上で顧客満足度を維持し、前向きなクライアント関係を育む上で重要な役割を果たします。 企業と顧客との間の主な仲介的なインターフェース役としてCS業務をオペレーションし、問い合わせに対処し、問題を解決し、クライアントが最良のサポート体験を受けられるようにします。 顧客サポートチーム内で、この役割は卓越したサービスを通じて長期的な顧客関与とロイヤルティを促進する上で重要です。
[グローバルカスタマーサポート（サクセス）コンサルタントとしてのミッション]
ミッションに関しては多種多様でケースバイケースで在る為、顧客の多様なニーズとビジネスの特定の依頼に柔軟にお答えすることが最重要項目と認識しております。 下記は、主なカスタマーサポート（サクセス）コンサルタント業務遂行のオペレーション内容です：
- 問い合わせへの対応：電話、メール、ライブチャット、ソーシャルメディアなど、さまざまなチャネルを通じて顧客の質問や懸念に対応します。 お客様へ正確かつ迅速な回答を提供するために、製品またはサービスを深く理解する必要があります。
- 問題解決: お客様が懸念される問題を効率的かつ効果的に特定し、問題の解決に導きます。 技術的な問題のトラブルシューティング、お客様の苦情への対応、これらのお客様側の立場に立った適切な解決策のソリューションの提供こそ、顧客満足度を確保し維持する必要不可欠なCS品質向上の戦略的要素になると考えます。
- カスタマーサポート（サクセス）スキル向上教育: お客様向けの製品やサービスのご利用方法についての教育内容をカスタマーサポート（サクセス）メンバーと共有、チュートリアルやその他方法で教育内容の資料を提供致します。 この教育の目的に関しては、お客様が購入した製品やサービスのカスタマーサポート品質に最大限にご満足頂き、お客様と今後サポート品質上の懸念される問題が発生する可能性を未然に防止し最小限に抑える上で大いに役立ちます。
- グローバル社会での円滑なコミュニケーション力の向上:
異なる文化を持つ人々との間で、誤解や摩擦を避け、効果的なコミュニケーションを築くために不可欠だと考えます。 - 多様性の尊重と共生への理解:
異なる文化を持つ人々が共に生きる社会を築くために、相互理解と尊重の精神は重要です。 - 海外サプライヤーとの関係構築：海外サプライヤーサービス手配とは、自社が必要とする製品やサービスを、国外の供給元（サプライヤー）から調達するための手続き全般を指します。海外サプライヤーとの取引は、国内にはない技術や製品の獲得、コスト削減などのメリットがある一方で、商習慣や言語の違い、法規制、輸送、為替など、多くの課題が存在します。 言語や文化の違いを理解し、円滑なコミュニケーションを築くことが、長期的な取引関係を維持する上で重要です。
- フィードバックの収集と分析: 顧客のフィードバックを収集し、一般的な問題や改善が必要な領域を特定します。 このデータは、製品やサービスの継続的な品質改善に不可欠です。
- 他のチームとの情報共有とコラボレーション: プロダクト開発、営業、マーケティングなど、他の部署と密接に連携し、顧客のフィードバックが企業の経営戦略に反映され、解決策が一貫して効果的であることを確認するうえでとても重要な要素と考えられます。
- ＣＳアカウント管理: 顧客アカウントの管理、更新、更新、キャンセルを含みます。 CRMシステムで顧客記録の管理が正確に維持されるているか内容を調査と改善。
- 顧客管理レポート: 顧客サポートのパフォーマンスに関する定期的なレポートを集計し、応答時間、顧客満足度スコア、問題解決率、LCR（ロストコール率）の発生や削減状況などの指標を含みます。
■グローバル人財採用コンサルティングについて：
今日のグローバル経済社会において人財の"財"とは、「お金もビジネスといった経済社会は人ありき」、人の価値とは国籍や人種の壁を越え、企業にとって”宝”もしくは”財産”となる意味を指しています。この考え方は、企業が人財（従業員）を大切な資本とみなし、その人がそれぞれ持ち合わせた素晴らしい価値を最大限に引き出すことで利益を最大化しようとする、「グローバル人的資本経営」の考え方の鉄則・大原則となります。
グローバル人財採用コンサルティングとは、海外の人材を採用したい企業に対して、戦略立案から採用活動、定着支援まで、採用プロセス全体を包括的に支援するサービスです。外国人材の募集・選考、英語でのコミュニケーション、ビザ手続き、社内体制の構築、異文化理解教育など、採用から定着までをトータルでサポートし、日本企業が直面する人材不足の解消や、グローバル展開を支援します。
・グローバル・外国人財を採用するメリット：人手不足の解消、多様な価値観や視点による社内活性化、グローバル展開の強化、新たな技術・専門知識の獲得、そして助成金活用による採用コストの抑制などが挙げられます。人手不足の解消だけでなく、社内のイノベーション促進や、訪日外国人への多言語対応、海外市場開拓の促進にもつながります。
・人手不足の解決：労働力不足が深刻な業種や地方において、人材を確保し、人手不足を解消できます。採用対象を広げることで、企業全体の求職者母数を増やすことができます。
・社内の活性化と多様な視点の獲得：多様な文化や価値観、視点を取り入れることで、組織全体の活性化や、新たなアイデア創出、課題発見が期待できます。日本人従業員も異なる文化に触れることで、多角的な成長を促すことができます。
・グローバル事業展開の強化：外国人材の語学力を活かしインバウンド対応の強化や、新規海外事業展開スムーズになります。
彼らが持つ各国の文化やビジネス知識は、海外市場開拓の足がかりとなります。
■The Importance of Building a Global Customer Support (Success) Strategy:
In today's global economy, companies are required not only to sell products and services through their unique brand power, but also to provide customer support that satisfies customers after the sale. This is necessary on a global scale to enhance customer loyalty, increase and retain fans (customers), ensuring they continue purchasing products and services. To enhance customer loyalty, it is effective to combine measures such as deepening customer understanding, providing personalized experiences, delivering excellent customer service, building trust, and implementing loyalty programs. Specifically, utilizing customer data to make optimal recommendations for each individual and responding to inquiries promptly with a motto of kindness and thoroughness are crucial elements. Therefore, building a sophisticated global customer success (support) strategy within each company is considered the most critical factor in gaining high customer loyalty—including affection and trust for the brand's products and services—from customers worldwide.
■About Global Customer Support (Success) Strategy Consultants:
Global Customer Support (Success) Strategy Consultants are key members of the Global Customer Support (Success) Strategy Team, playing an important role in maintaining customer satisfaction and fostering positive client relationships, taking into account multicultural and multilingual elements. As the primary intermediary interface between the company and customers, they operate CS operations, address inquiries, resolve issues, and ensure that clients receive the best possible support experience. Within the customer support team, this role is critical in promoting long-term customer engagement and loyalty through exceptional service.
[Mission as a Global Customer Support (Success) Consultant]
As missions vary greatly on a case-by-case basis, we recognize that the most important task is to respond flexibly to diverse customer needs and specific business requests. The following are the main operational tasks of a Customer Support (Success) Consultant:
Responding to inquiries: Respond to customer questions and concerns through various channels such as phone, email, live chat, and social media. To provide accurate and timely responses to customers, it is essential to have a deep understanding of the products or services.
Problem resolution: Efficiently and effectively identify issues that customers are concerned about and guide them toward resolution. Troubleshooting technical issues, addressing customer complaints, and providing appropriate solutions from the customer's perspective are strategic elements essential for ensuring and maintaining customer satisfaction and improving CS quality.
Customer Support (Success) Skill Improvement Training: We will share educational content on how to use products and services with customer support (success) members and provide educational materials through tutorials and other methods. The purpose of this training is to maximize customer satisfaction with the quality of customer support for the products and services they have purchased, and to greatly contribute to preventing and minimizing the possibility of future support quality issues with customers.
Improving communication skills for a global society:
We believe that it is essential to avoid misunderstandings and friction and build effective communication with people from different cultures.
Respect for diversity and understanding of coexistence:
The spirit of mutual understanding and respect is important for building a society where people from different cultures can live together.
Building Relationships with Overseas Suppliers:
Overseas supplier service arrangement refers to the overall procedures for procuring products or services required by a company from foreign suppliers. While transactions with overseas suppliers offer benefits such as accessing technologies and products unavailable domestically and reducing costs, they also present numerous challenges, including differences in business practices and language, legal regulations, transportation, and exchange rates. Understanding language and cultural differences and establishing smooth communication are crucial for maintaining long-term business relationships.
Feedback Collection and Analysis: Collect customer feedback to identify common issues and areas requiring improvement. This data is essential for the continuous improvement of product and service quality.
Information Sharing and Collaboration with Other Teams: Collaborate closely with other departments such as Product Development, Sales, and Marketing to ensure that customer feedback is reflected in the company's business strategy and that solutions are consistently effective.
CS Account Management: Includes managing, updating, and canceling customer accounts. Investigate and improve the accuracy of customer record management in the CRM system.
Customer Management Reports: Compile regular reports on customer support performance, including metrics such as response time, customer satisfaction scores, problem resolution rates, and the occurrence and reduction of LCR (lost call rate).
■About Global Talent Recruitment Consulting:
In today's global economy, the term "human capital" in "human resources" signifies that money and business are built upon people. The value of individuals transcends nationality and race, making them a “treasure” or “asset” for companies. This concept is the fundamental principle of "global human capital management." Companies view human resources (employees) as vital capital and strive to maximize profits by unlocking the unique value each individual possesses.
Global Talent Recruitment Consulting is a comprehensive service that supports companies seeking to hire overseas talent throughout the entire recruitment process—from strategy development to recruitment activities and retention support. We provide total support from recruitment to retention, including sourcing and screening foreign talent, English communication, visa procedures, building internal systems, and cross-cultural understanding training. This helps Japanese companies overcome talent shortages and supports their global expansion.
・Benefits of Hiring Global and Foreign Talent: These include alleviating labor shortages, invigorating the workplace with diverse values and perspectives, strengthening global expansion, acquiring new technologies and expertise, and reducing hiring costs through grant utilization. Beyond addressing labor shortages, it also promotes internal innovation, enables multilingual support for international visitors, and accelerates overseas market development.
・Solving Labor Shortages: In industries and regions facing severe labor shortages, hiring foreign talent helps secure personnel and alleviate staffing gaps. Expanding the recruitment pool increases the overall number of potential candidates for the company.
・Internal Revitalization and Diverse Perspectives: Incorporating diverse cultures, values, and viewpoints can invigorate the entire organization, spark new ideas, and uncover challenges. Japanese employees also benefit from exposure to different cultures, fostering multifaceted growth.
・Strengthening Global Business Expansion: Leveraging foreign talent's language skills enhances inbound customer support and facilitates smoother new overseas business development. Their knowledge of various countries' cultures and business practices provides a foothold for overseas market expansion.
In today's global economy, companies are required not only to sell products and services through their unique brand power, but also to provide customer support that satisfies customers after the sale. This is necessary on a global scale to enhance customer loyalty, increase and retain fans (customers), ensuring they continue purchasing products and services. To enhance customer loyalty, it is effective to combine measures such as deepening customer understanding, providing personalized experiences, delivering excellent customer service, building trust, and implementing loyalty programs. Specifically, utilizing customer data to make optimal recommendations for each individual and responding to inquiries promptly with a motto of kindness and thoroughness are crucial elements. Therefore, building a sophisticated global customer success (support) strategy within each company is considered the most critical factor in gaining high customer loyalty—including affection and trust for the brand's products and services—from customers worldwide.
■About Global Customer Support (Success) Strategy Consultants:
Global Customer Support (Success) Strategy Consultants are key members of the Global Customer Support (Success) Strategy Team, playing an important role in maintaining customer satisfaction and fostering positive client relationships, taking into account multicultural and multilingual elements. As the primary intermediary interface between the company and customers, they operate CS operations, address inquiries, resolve issues, and ensure that clients receive the best possible support experience. Within the customer support team, this role is critical in promoting long-term customer engagement and loyalty through exceptional service.
[Mission as a Global Customer Support (Success) Consultant]
As missions vary greatly on a case-by-case basis, we recognize that the most important task is to respond flexibly to diverse customer needs and specific business requests. The following are the main operational tasks of a Customer Support (Success) Consultant:
Responding to inquiries: Respond to customer questions and concerns through various channels such as phone, email, live chat, and social media. To provide accurate and timely responses to customers, it is essential to have a deep understanding of the products or services.
Problem resolution: Efficiently and effectively identify issues that customers are concerned about and guide them toward resolution. Troubleshooting technical issues, addressing customer complaints, and providing appropriate solutions from the customer's perspective are strategic elements essential for ensuring and maintaining customer satisfaction and improving CS quality.
Customer Support (Success) Skill Improvement Training: We will share educational content on how to use products and services with customer support (success) members and provide educational materials through tutorials and other methods. The purpose of this training is to maximize customer satisfaction with the quality of customer support for the products and services they have purchased, and to greatly contribute to preventing and minimizing the possibility of future support quality issues with customers.
Improving communication skills for a global society:
We believe that it is essential to avoid misunderstandings and friction and build effective communication with people from different cultures.
Respect for diversity and understanding of coexistence:
The spirit of mutual understanding and respect is important for building a society where people from different cultures can live together.
Building Relationships with Overseas Suppliers:
Overseas supplier service arrangement refers to the overall procedures for procuring products or services required by a company from foreign suppliers. While transactions with overseas suppliers offer benefits such as accessing technologies and products unavailable domestically and reducing costs, they also present numerous challenges, including differences in business practices and language, legal regulations, transportation, and exchange rates. Understanding language and cultural differences and establishing smooth communication are crucial for maintaining long-term business relationships.
Feedback Collection and Analysis: Collect customer feedback to identify common issues and areas requiring improvement. This data is essential for the continuous improvement of product and service quality.
Information Sharing and Collaboration with Other Teams: Collaborate closely with other departments such as Product Development, Sales, and Marketing to ensure that customer feedback is reflected in the company's business strategy and that solutions are consistently effective.
CS Account Management: Includes managing, updating, and canceling customer accounts. Investigate and improve the accuracy of customer record management in the CRM system.
Customer Management Reports: Compile regular reports on customer support performance, including metrics such as response time, customer satisfaction scores, problem resolution rates, and the occurrence and reduction of LCR (lost call rate).
■About Global Talent Recruitment Consulting:
In today's global economy, the term "human capital" in "human resources" signifies that money and business are built upon people. The value of individuals transcends nationality and race, making them a “treasure” or “asset” for companies. This concept is the fundamental principle of "global human capital management." Companies view human resources (employees) as vital capital and strive to maximize profits by unlocking the unique value each individual possesses.
Global Talent Recruitment Consulting is a comprehensive service that supports companies seeking to hire overseas talent throughout the entire recruitment process—from strategy development to recruitment activities and retention support. We provide total support from recruitment to retention, including sourcing and screening foreign talent, English communication, visa procedures, building internal systems, and cross-cultural understanding training. This helps Japanese companies overcome talent shortages and supports their global expansion.
・Benefits of Hiring Global and Foreign Talent: These include alleviating labor shortages, invigorating the workplace with diverse values and perspectives, strengthening global expansion, acquiring new technologies and expertise, and reducing hiring costs through grant utilization. Beyond addressing labor shortages, it also promotes internal innovation, enables multilingual support for international visitors, and accelerates overseas market development.
・Solving Labor Shortages: In industries and regions facing severe labor shortages, hiring foreign talent helps secure personnel and alleviate staffing gaps. Expanding the recruitment pool increases the overall number of potential candidates for the company.
・Internal Revitalization and Diverse Perspectives: Incorporating diverse cultures, values, and viewpoints can invigorate the entire organization, spark new ideas, and uncover challenges. Japanese employees also benefit from exposure to different cultures, fostering multifaceted growth.
・Strengthening Global Business Expansion: Leveraging foreign talent's language skills enhances inbound customer support and facilitates smoother new overseas business development. Their knowledge of various countries' cultures and business practices provides a foothold for overseas market expansion.
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