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JP

JOB ID 25210

Customer Support

  • Manufacturer, Manufacturer-Automotive, Micromobility
  • IT, Operation & maintenance,Technical support, Technical Help Desk, Call Center Operations
  • Tokyo
  • ¥4,000,000～¥6,500,000

A startup company that provides electric kickboard and electric bicycle sharing services with the aim of popularizing micromobility.
Stations are set up mainly in urban areas, and a system is being developed to make short-distance travel easier and more efficient.
Easily accessible via a dedicated app, it is attracting attention as a sustainable means of transportation.
We are developing sustainable mobility services that reduce environmental impact and include solutions to urban transportation issues as well as rural transportation issues.

The candidate will be responsible for responding to customer inquiries, resolving issues, taking action to improve service levels related to customer service, and developing support systems and mechanisms.
The candidate will be responsible for planning, designing, and improving the efficiency of operations, especially in cooperation with partner companies, especially in the reception of user accidents and insurance responses, which occur on a regular basis.

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Job Description

  • Responsibilities
    Inbound/outbound correspondence from customers (e-mail, telephone, etc., chat)
    ・Escalation work from operators
    ・Patrol of unauthorized or violating users
    ・Response to urgent cases (response and instructions)
    ・Application and approval work in internal procedures
    ・Response to inquiries from the police, and insurance companies
    Planning, implementation, handling, verification, improvement, and support for other projects
    ・Hiring and training of operators
    ・Building manuals, systems, and organizations to improve service level
    ・Considering measures to be taken as a team and managing numerical values
    ・Proposing operational improvements in cooperation with related internal departments Promotion
  • Requirements
    Experience in the insurance industry (non-life insurance) (approx. 3 years or more)
    ・Experience in customer and technical support
    ・Basic PC literacy (Internet, Office tools)
    ・Ability to read and understand texts
    ・Ability to engage and persuade internal and external stakeholders appropriately Communication and management skills
    ・Ability to think logically and make decisions in a business context
  • Preferred
    Experience in C-to-C or B-to-B services
    - Experience in developing and promoting measures to build and maintain customer relationships in C-to-C or B-to-B
    - Business experience in the accident insurance industry
    - Experience in proposing business improvement proposals in collaboration with multiple departments
    - Certification as a P&C insurance solicitor
    - Salesforce, Experience using Salesforce, Zendesk, and building operations

    ・Sense to handle multiple tasks in a fast-paced environment
    ・Skills to share progress and results to achieve goals
    ・Skills to solve problems in a methodical and agile manner while selecting the best process
    ・Communication skills to understand essential needs through conversations with customers Communication skills to understand the essential needs from conversations with customers
    ・Problem solving skills to analyze problems accurately and promptly present interim measures and action plans for permanent solutions
    ・Ability to lead communication with other departments to resolve problems and build a cooperative framework Ability to lead communication with other departments to solve problems and build a cooperative framework.
  • Location
    Tokyo
  • Work Style
    Flex working possible
  • Salary
    ¥4,000,000～¥6,500,000
  • Attractive
    Points
    Over 50% Mid-Career Hires, Childcare support system, Venture Company, New businesses and services

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