Location: Japan - Tokyo
Salary: 450000 - 500000 JPY
Job Function: IT Support/Helpdesk
Reference: JO-180216-147286
Industry: Technology/Online
Sub-Industry: Telecommunications

The Role and Accountabilities:

Support customers by phone and e-mail in Asia Service Desk, which provides single point of contact for all services provided by 24/7.

 

Responsibilities:

  • Work in 24x7 shift as single point of contact for customers
  • Understand services and follow operational process
  • Respond to inquiries, requests, and investigation requests to customers (phone/e-mail)
  • Proactive notify events/alarms/incidents to customers according to notification policy
  • Create ticket and track all communication between customer and  until resolution
  • Escalation and coordination with relevant departments and/or partners to resolve customer inquiries and requests
  • Internal escalation for customer complaints/major incidents in timely manner based on escalation criteria
  • Collect feedbacks from customer to improve customer satisfaction

 

What you will need to succeed:

 

  • Experience in handling customer call/e-mails for complaints and inquiries
  • Experience in Telecom industry (Experience in customer service is desirable)
  • Good interpersonal skill
  • Ability to multi-task

 

 

  • Fluent in Japanese and English for speaking, listening, writing, and reading
  • Microsoft Office (Excel / Word /Powerpoint)
  • Basic knowledge of Telecommunication network and IT services
  • Able to work on 24/7 shift pattern (Including night shift)

 

 

  • See through customers` eyes (Customer-oriented mindset)
  • Strong communication skill
  • Strong negotiation skill
  • Teamwork
  • Cooperative
  • Logical Thinking and behaviour
  • Cautious and careful