Japanese Speaking Customer Service Executive

Job Description

The Japanese Speaking Customer Service Executive will be serving a data center project. Candidate will have the opportunity to work in a MNC company with excellent perks and benefits.

Key Responsibilities

• Summary: You will be serving a data center project and contributes to the overall process design within the Global Service Desk (GSD) scope.
• Provides continuous helpdesk support via telephone, chat and email related to the product.
• Employ high level of interpersonal and communication skills while solving customers issues.
• Conducts basic probing to determine the next action to customers enquiries. 
• Processes and manages orders or cases via support systems and portals.
• To exceed customers expectation in terms of customer service & accurate information.
• Work in a team to achieve the required KPI elements and SLA. 
• May be involved in directly supporting or managing the day-to-day front line operations. 
• May provide support via questions or triage regarding process or system issues. 
• May speak to customers for research, learning or requirement gathering. 
• May speak to customers who are in an escalated state, while resolving issus within a moderate scope. 
• Provides customer experience recommendations to cross functional team in cooperation with senior team members (e.g. CSMs, Ops, etc.). 
• Voice of the customer (GSD supported languages) in assigned projects and user acceptance testing. 
• Has developed knowledge of all products, and GSD processes/procedures. 
• Contributes and participates in continuous improvement of GSD core processes to ensure quality is maintained while efficiency is optimized. 
• Strong GSD business acumen, including solid analytical skills and ability to use developed expertise to think critically. Analyzes problem by gathering and organizing all relevant info and develops solutions with the participation of senior team members or managers. 
• Strive for optimum performance; ability to recognize and willingness to apply a sense of urgency when necessary. 

Skills & Experiences

• Bachelor Degree in any field
• Fluent in Japanese (N2), English communication and written skills
• Must be willing to work in rotational shift including night shift 
• Fresh graduates are welcomed to apply