Responsibilities:

Own and lead customer support function for the clients in Japan, taking customer issues to resolution through collaboration with Japan and global HQ for incidents

Specifically:

• Triage incident and determine type and priority
• Able to recreate the incident and document it properly for further investigation
• Create runbooks for handling common incidents
• Collaborate with and escalate to engineering for incidents resolution
• Communicate progress regularly with customers including post mortem, Root Cause Analysis and Preventive/Corrective actions.
• Adhere to SLAs for customers
• Smooth and accurate communication with internal and external stakeholders within prescribed SLA, and efficient follow-ups to resolution

Set a clear mission and deploy strategies focused towards that mission, and develop service procedures, policies and standards

Mentor and develop customer service Specialists and nurture an environment where they can excel through encouragement and empowerment

Keep accurate records and document customer service actions and discussions, and report back on results

Requirements:

• At least 5 years working experience in customer support, preferably working as a Customer Agent in a fast-paced and highly competitive environment.
• A strong understanding of Incident and Escalation Management.
• Strong mindset to adhering and exceeding SLA's/KPI's and improving client experience.
• Native fluency in Japanese, and professional proficiency in English is required
• Exceptional verbal and written communication skills to inform, help, and advice consumers clearly and to liaise effectively with the internal colleagues
• Advanced troubleshooting, organisation and multi-tasking skills.

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