Customer Service Executive - Service Desk || カスタマーサービスエグゼクティブ

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

 

















 

JapanTokyo Map

Name of person in charge of hiring：