Client Services APAC - Japanese Speaker

Our client is a leading international language education provider, welcoming students from over 100 countries worldwide. With schools across the UK, Ireland, France, Germany, Switzerland, the USA, and Canada, they offer high-quality English, French, and German language programmes.

Through a strong global network of education partners and agents, the company supports students in achieving their language learning and international education goals.

We are looking for a motivated and customer-focused Client Services Executive with a strong interest in international education to join the team. This position will work closely with students, education agents, and internal sales teams across the APAC region, supporting customers throughout their booking, enrolment, and study journey.

The successful candidate will manage student enrolment administration, provide high-quality customer service, build strong relationships with clients and agents, and identify opportunities that contribute to customer satisfaction, retention, revenue, and business growth.

Key Responsibilities

Booking & Enrolment Management

• Manage adult, young learner, and group bookings for the assigned APAC markets via email and telephone.
• Process enrolments for English, French, and German language programmes.
• Ensure payments, documentation, and applicable visa requirements are completed within the required timelines.
• Respond to student and agent enquiries promptly and professionally.
• Process refunds accurately and efficiently for course changes, cancellations, or other applicable circumstances.
  
  

Sales Support & Business Growth

• Maintain regular communication with students and agents to strengthen engagement and encourage retention.
• Identify opportunities to recommend additional programmes and services.
• Support the achievement of regional sales and revenue targets.
• Contribute to initiatives that drive customer satisfaction and business growth.
  
  

Client & Agent Relationship Management

• Develop and maintain strong relationships with students, education agents, and counsellors.
• Build a good understanding of agent partners, their business needs, and the markets they operate in.
• Support efforts to position the organisation as a preferred language education provider across its international school network.
• Keep sales colleagues informed of any issues that may impact client relationships.
  
  

Administration & Systems

• Maintain accurate student and customer records using internal systems such as CLASS, Salesforce, and other relevant platforms.
• Ensure booking information, enrolment records, and supporting documentation are complete and accurate.
• Follow established processes and service-level requirements.
  
  

Customer Service & Issue Resolution

• Act as a key point of contact for student and agent enquiries throughout the customer journey.
• Handle customer concerns and complaints professionally and efficiently.
• Manage customer expectations and provide appropriate updates throughout the enrolment and study process.
• Escalate complex or sensitive matters to the relevant manager when necessary.
  
  

Internal Collaboration & Student Support

• Work closely with school and operational teams throughout the booking process and during the student's stay.
• Provide ongoing support and aftercare to students until they successfully complete their programmes.
• Collaborate with colleagues to ensure a smooth customer experience.
• Provide additional support and holiday or absence cover during busy periods when required.

Essential Skills & Experience

• Genuine interest in and enthusiasm for international education.
• Fluent in Japanese and English.
• Strong understanding of APAC cultures, markets, and customer expectations.
• Previous experience in administration, customer service, sales support, or a similar client-facing corporate environment.
• Ability to manage multiple tasks, prioritise effectively, and work within tight deadlines.
• Strong organisational and time-management skills.
• Excellent written and verbal communication skills.
  
  

Personal Attributes

• Results-oriented, driven, and motivated to achieve targets.
• Customer-focused with a proactive and solutions-oriented mindset.
• Comfortable working in a fast-paced, international, and multilingual environment.
• Strong interpersonal, relationship-building, and problem-solving abilities.
• Collaborative team player who is willing to support colleagues when needed.
• Commercially minded, with an interest in identifying opportunities that contribute to business growth.