Job Description

About the job Native/ Non-Native Bilingual Japanese Customer Support (Data Centre)

Job summary

Provides professional expertise on regional/ global processes and procedures within a limited scope. Usually works autonomously on activities within a limited scope or wider efforts under the supervision of senior team members (PA\'s) or manager. Contributes to the overall process design within the Global Service Desk (GSD) scope, but also able to anticipate the end-to-end process across other connected teams. Explore and troubleshoot the customer\'s issues with professionalism and courtesy and may serve as a consultant for senior agents. Gather data and conduct research utilizing the data, observations, trends, and reports to share proposed ideas and ways to improve. May engage with with cross functional teams both at high and detailed level to evaluate requirements, challenges - usually coordinates findings and conclusions with more senior team members or Managers.

Responsibilities:

• Provides continuous helpdesk support via telephone, chat and email related to the product.
• Employ high level of interpersonal and communication skills while solving customers issues.
• Conducts basic probing to determine the next action to customers enquiries.
• Processes and manages orders or cases via support systems and portals.
• To exceed customers expectation in terms of customer service & accurate information.
• Work in a team to achieve the required KPI elements and SLA.
• May be involved in directly supporting or managing the day-to-day front line operations.
• May provide support via questions or triage regarding process or system issues.
• May speak to customers for research, learning or requirement gathering.
• May speak to customers who are in an escalated state, while resolving issues within a moderate scope.
• Provides customer experience recommendations to cross functional team in cooperation with senior team members (e.g. CSMs, Ops, etc.).
• Voice of the customer (GSD supported languages) in assigned projects and user acceptance testing.
• Has developed knowledge of all Equinix products, and GSD processes/procedures.
• Contributes and participates in continuous improvement of GSD core processes to ensure quality is maintained while efficiency is optimized.
• Strong GSD business acumen, including solid analytical skills and ability to use developed expertise to think critically. Analyzes problem by gathering and organizing all relevant info and develops solutions with the participation of senior team members or managers.
• Strive for optimum performance; ability to recognize and willingness to apply a sense of urgency when necessary.

Requirements:

• Good written and oral communication skills in Japanese (Native/N1) and English
• Good in analytical and problem solving skills.
• Good organizational skills and attention to detail
• Computer skills, including internet, Word, Excel, Outlook and PC based applications
• Confidentiality Standards
• Ability to adhere to processes, procedures and guidelines during the execution
• of tasks and assignments
• Keen to learn
• Education qualifications: Bachelor Degree in any industry
• Fresh graduates are also encouraged to apply
• Applicant must be willing to work in rotational shift including night shift
• Must be willing to work in Johor Bahru, Malaysia

Benefits:

• Working permit provided
• 1 way flight ticket to Malaysia
• Airport pickup service
• Temporary accommodation 14 days
• Opening bank account
• Scheduled van shuttle operated
• Others allowances: Performance incentives, and Night shift allowances (if
• applicable)
• Annual leave 12 days
• Sick leave 14 days
• Medical insurance

Career growth- Stage: Customer Service Executive
Senior Customer Service Executive
Team Leader
Senior Team Leader
Assistant Manager
Manager
Senior Manager

IJP Internal job program. Opportunity to transfer to the candidate\'s favorite departments (Eg. Finance, Human Resource and etc.), to accept different challenges within the company after 1 year.
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Remuneration
\xef\xbb\xbf\xef\xbb\xbf\xef\xbb\xbfBasic Salary MYR 9,000 + Up to MYR 400 KPI + Up to MYR 600 Shift Allowance

Working Hours
\xef\xbb\xbfBetween 7pm - 9am \xef\xbb\xbf(8 hours + 1 .5hour break) |\xef\xbb\xbf\xef\xbb\xbf5 days rotational (Monday to Sunday)
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\xef\xbb\xbf\xef\xbb\xbfConsultant in Charge
Phoebe Loke ( ) | +6016 2117 443

Hunters International