【COMPANY OVERVIEW】
American company, 3D measurement, imaging and realization technologies for manufacturing, construction and public safety analytics industries.
The Customer Support area is responsible to support customers and resolve their problems using the company’s products as concerns raised during installation, operation, maintenance or product application or compatibility matters.
【JOB RESPONSIBILITIES】
• Respond to both internal and external customer inquiries related to the organization’s hardware and software products.
• Deliver services and support, basic guidance and solutions or answers as listed in the guidelines, process quotes and orders.
• Achieve the highest standards in first contact resolution and customer satisfaction.
• Maintain detailed notes and documentation for each support incident and customer related information in the ticketing system.
• Closely cooperate with the other support level teams to ensure an excellent Customer Experience along the Support Chain.
• Point of contact for Channel Partner and Distributor support to all non- technical related inquiries.
• Manage and maintain the Loaner stock, arrange product collections and deliveries. Follow due dates to fulfill customer expectation.
• Process data related to customers or sales and maintain given customer database.
• Perform duties assigned by superior from time to time.
【REQUIREMENTS】
• Degree/ Diploma/ Commercial or technical education (apprenticeship)
• Applicant with technical or engineering background has an advantage
• 1 to 3 years “hands-on experience” in customer service and/or call center
• Demonstrate work experience in a service-oriented organization
• Strong communication skills in Japanese
• Good communication skills in English
• Strong service-oriented mindset
Work mode: 2 days in office (Tuesday and Thursday) and 3 days remote (home) but we expect the new hire to work 5 days in office during the first 3 months’ training.
Kindly note that English communication skills is important as the hiring manager (Team Leader, Customer Support) is non-Japanese-Speaking, based in China.
The successful candidate will only require communicating in native Japanese with the Clients.
There will be 2 rounds of interviews (online and final in the office). One of the interviewers is from our Japan office.