Responsible for supporting the sales organization through customer, providing good customer experience, and increasing sales efficiency and effectiveness.
• Effectively manages customer service resources.
• Focuses on delivering a positive customer experience according to Our company standards.
• Interacts with cross-functional groups (e.g., Sales, Services, Software and Peripherals, Finance, Operation) to solve business and customer issues.
• Attracts, develops, and retains high-performing customer service talent.
• Serves as a role model for customer service personnel.
Scope:
• Provides assistance with more complex customer issues.
• Be responsible for special customer service projects.
• Drives cross-functional team work.
Complexity:
•dentifies specific customer needs and is able to drive closure to identified customer issues.
•Trains and develops team members on both Our company products and service techniques.
•Able to coach and mentor others on understanding the customer and identifying specific needs.
Knowledge and skill:
• College graduate, more than 7 years of professional work experience in customer support and minimum 3-years of people management experience needed
• Proficiency in written/spoken Japanese/English
• Self-motivated, positive-spirited team player
• BPI certified preferred.
• Strong process analysis and problem solving skills.
• Identifies sales and customer needs and is able to build effective processes to meet specific needs and translate effective processes into a stronger customer experience.
• Leads broad efforts of cross-functional scope and interacts with senior management.
• Able to multi-task to manage both tactical and strategic work streams relating to workgroup.
