We are looking for a self-motivated Japanese speaker having experience with customer support to join our Supportability team (Level 3 support), which is part of the Experience Org within Consumer Services and Inside Sales (CSIS). The team’s purpose is to enable frontline support to deliver exceptional service to our members, by providing agents with the knowledge, guidelines, policies and scripts to resolve transactional queries, and by liaising with internal stakeholders to prioritize member experience improvements and fixes.
Be the point of contact for global outsourced support partners and internal stakeholders with regards to customer issues, mainly around customer experience and other transactional customer issues (for example customer experience issues with purchase, download, install, auto-renewal, agent tools, customer retention). Provide workarounds and find fixes through identifying root cause and impact and work cross-functionally to drive to a resolution.
Reproduce, troubleshoot, research, and analyze global customer issues and trends
Responsible for knowledge levels of Support staff. Determine knowledge gaps and develop recommendations on how to resolve
Ensure documented support solutions for customers are accurate and kept up to date
Ensure support partner/s have the most updated scripts and desk statements
Communicate customer experience changes, issues, support readiness to stakeholders
Be the point of contact between Support Partners and internal teams to report issues/improvements with support tools
Identify and analyze top transactional (=non-technical) contact generators and issues and prioritize them for best Return on Investment (ROI) with internal stakeholders such as eBiz, Marketing, etc. (This may require building business cases and presenting to internal stakeholders)
Handle advanced issues within strict SLAs & provide workarounds to agents (through SFDC, emails and regular calls.
The candidate must be an excellent communicator and team player, a problem solver with strong collaboration skills, suited to take on various challenges.
Minimum 3 years’ work experience with customer service.
Native Japanese language with Excellent written and oral communication skills in English if the candidate is from Japan.
Bachelor's Degree, applicable certification or equivalent experience required
Excellent soft skills and ability to build credibility and rapport with individuals of varied backgrounds
Excellent knowledge of MS office – emphasis on Excel, pivot tables and PowerPoint
Strong time management and ability to meet strict deadlines
Strong problem-solving skills & business analysis knowledge (Six Sigma and/or Project Management certification/experience a strong advantage)
Qualifications and/or experience in data analysis is a strong advantage, along with the ability to understand and analyze data, as well as present findings to internal and external stakeholders
Excellent presentation and relationship building skills
Technical knowledge of Network & Operating systems is an added advantage
- If you are applying from Japan, you should be a native Japanese speaker. Shift Timing - Monday to Friday 9am to 6pm Japan time
- If you are applying from from Dublin, you should be a Native Japanese speaker willing to do night shifts. Shift timings - Monday to Friday 01am to 10 am Dublin time.