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- User Support Desk *English Required
JOB ID 25275
User Support Desk *English Required
- Sales, Sales Administration, Sales Operations, Call Center Operations
- Tokyo
- ¥5,000,000～¥8,000,000
It is a company that develops mobility-related services and promotes the digitalization of transportation and mobility.
Utilizing its own apps and platforms, the company offers a variety of services, mainly cab dispatch services.
It is one of only a dozen or so unicorn companies in Japan and is co-creating new mobility services with a variety of companies.
You will lead the English phone support, reply to emails and chats, manage the English version of the chatbot, and translate usage instructions into English.
Job Description
-
- Responsibilities
- Business process improvement
・Call center staff management
・Call center staff inquiry follow-up and escalation response
・Customer support operations (phone/email)* English and Japanese
・Chatbot (English version) management
・English translation of usage manuals
・Planning and execution of new measures to achieve KPI Planning and execution of new measures to achieve KPI
・Optimization of customer support operations
・Establishment of training system/manual creation
・Improvement of service level by sharing VOC internally
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- Requirements
- Experience managing a customer support department in a business company or client work
・Ability to read, write and speak simple English
*Part of the work will involve English correspondence (emails and phone calls) with overseas customers
*Guideline: TOEIC score 600 or above / No work experience required
・Native level Japanese language skills
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- Preferred
- Basic SV duties of a contact center
KPI management, operator training and mentoring
Quality control, monitoring, manual creation, knowledge management
Reporting, reporting, escalation response, etc.
- Experience in a web/IT business
- Good at complex coordination involving multiple stakeholders - Good at defining user needs appropriately - Good at communicating with internal/external customers - Good at logical thinking - Good at managing and managing customer needs - Good at managing customer service and customer support - Good at monitoring customer service and customer support Good at complex coordination involving multiple stakeholders
・Able to properly define user needs as requirements
・Able to communicate accurately with internal/external customers
・Able to think logically
・Able to challenge new services and new things
・Experience using CRM/SFA
■Personality Requirements
・Obtain an understanding of the mission "to make people happy through mobility Understanding and empathy for the mission "to make people happy"
・Honesty, energy, and ability to execute
・Able to accept changes and ambiguity in the environment and run on one's own
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- Location
- Tokyo
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- Salary
- ¥5,000,000～¥8,000,000
-
- Attractive
Points - No relocation, Childcare support system, Weekends and holidays off, New businesses and services
- Attractive
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