Customer Care - Software - up to 6M JPY!

In this role, you'll provide technical support to users via email, chat, and phone, focusing on delivering an exceptional experience. Working in close collaboration with users and cross-functional teams, you'll analyze issues, resolve technical problems, and relay user insights to help enhance the platform.

Client Details

Global Cloud-based platform

Description

Key Responsibilities:

• Customer Interaction: Serve as the primary point of contact for users, addressing a range of inquiries, including technical issues, billing questions, and product-specific support, in a call-heavy environment (30% of daily interactions).
• Issue Resolution: Troubleshoot and resolve user issues by identifying root causes, escalating complex cases when necessary, and providing timely follow-ups to ensure a positive customer experience.
• Cross-Functional Collaboration: Partner with other departments, including Product and Engineering, to communicate user feedback and advocate for improvements to enhance the user experience.
• Documentation and Insights: Maintain accurate records of interactions, contribute to knowledge base articles, and share insights with the team to streamline support processes.
• Onboarding and Training: Complete a 4-week onboarding program followed by a 4-week nesting period, equipping you with the skills and product knowledge needed to thrive in a fast-paced environment.
• Language Proficiency: Conduct daily interactions in Japanese, with English required for training sessions and internal communication with international teams.

Job Offer

• Salary: ¥4.5M - ¥6.2M JPY, commensurate with experience.
• Hybrid Work: Monday-Friday, 9:00 am-6:00 pm, with 2-3 in-office days per week.
• Paid Leave: 15 days of annual leave and 10 days of sick leave.
• Health and Wellness: Health insurance, commuting allowance, daily lunch subsidy (¥1,000 per business day), and weekly team lunches.
• Professional Growth: Stock options (RSUs and ESPP), English lessons during work hours, and a bilingual work environment.

To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Michelle Rosette on +813 6832 8698.

• Native-level proficiency in Japanese and strong English skills for internal communication.
• Minimum 1-2 years of experience in customer service within a call center or in-house support environment.
• Familiarity with software or technology is a plus.