I work in the Customer Support (CS) department of the System Support Division, where I am responsible for strengthening our all-in-one support（Marunage Support） services.
Our CS department is built on a clear principle: we do not sell. Instead, we focus entirely on addressing our customers’ concerns and challenges.

We currently operate a support center in Shinjuku, working closely with both the Technical and Operations teams. Each support representative is responsible for assisting approximately 250 to 300 client companies, providing consistent and reliable support on a daily basis.

Before the CS department was established, we faced issues such as calls not getting through and delays in support responses. Since launching the department, however, we have centralized customer requests as well as direct inquiries from sales representatives within the CS team. By continuously updating our internal structure, we have been able to deliver smoother and more efficient support.
Creating an environment where sales teams can focus solely on introducing solutions to customers—without being burdened by support-related matters—is also one of our key roles.

What I find most rewarding is when long-term customers continue to reach out to us and say, “We rely on you.”
Another particularly meaningful moment was watching a first-year team member grow—seeing how their accumulated experience and steady handling of inquiries translated into real confidence. Witnessing that growth felt deeply personal and brought a great sense of accomplishment.

At present, our CS team consists of eight members, while the technical team has around twenty, and we are still far from fully staffed. Even so, we remain firmly committed to the belief that customer satisfaction comes first, and we stay closely connected to the realities of the frontline every day.

Our mission as a Customer Support team is never to push sales. We do not stop at closing a deal—rather, we continue to support our customers long after the sale, nurturing long-term relationships built on trust.
Moving forward, we aim to remain a partner that our customers can always rely on.