Customer Support - L1 (Japanese Speaker)

Specific responsibilities:

Engage customers, understand their needs and translate these needs to Networking work required, and set proper expectations about delivery time

Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into Networking work required (service identification)

Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needs, distinguishing between relevant & irrelevant information; adhere to Networking business and compliance rules and professionally say no to submissions that violate those policies

Utilize a proactive approach as indicated in the Networking model, looking beyond the case to broader customer account activity and support needs

Focus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standards

Maintain ownership and accountability of requests; leverage support from Networking Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems

Collaborate with cross-functional partners, and vendor representatives, along with other resources, in support of successful customer outcomes

Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences

Share tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledge

Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with other Networking staff



Skillset | Profile:

Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needs

Excellent business English & Japanese comprehension and communication skills, including the ability to conduct professional phone conversations in business English

Advanced Proficiency level in written English & Japanese for business communication

Advanced Transactional skills

Excellent verbal and written business communication skills in any other contracted language, where applicable

Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforce business rules that must be followed, and offer alternative solutions where appropriate

Quick learner who easily applies problem-solving, critical thinking, analysis skills, and troubleshooting

Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively

Detail-oriented with the ability to process complex transactions

Self-motivated and driven to succeed with natural curiosity, initiative, and tenacity to drive issues to closure

Ability to engage and facilitate activities of others, follow up to understand status, and help to course-correct to meet the expected delivery date

Excellent time management skills, ability to juggle multiple tasks while maintaining composure

Computer literacy, including experience with case management systems, email, chat, and Windows-based applications; ability to effectively navigate multiple systems at once to accomplish a task

Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including V-lookup, Pivot tables, and formulas