Work Location , Expected Annual Income :
Tokyo,7.0M ～ 8.0M
About the Company :
Global Digital Agency
Responsibilities :
Are you driven by passion- Do you think you would thrive in an environment dedicated to building the
future of e-commerce- Bring forward your authentic self and shine with our sustainable team.
Managed Service Consultant will be responsible for the primary response to Japanese customers. You will take their inquiries and issues and analyze the issue to connect them to the appropriate department within the company (Japan or Vietnam). Communication skills are highly valued, and you will also perform translation duties.
【Responsibilities】
- Perform daily Software Application Maintenance and manage assigned support tickets to ensure timely resolution.(via chat and call)
- Act as a bridge between customers in Japan and offshore delivery teams to ensure smooth communication and execution.
- Lead regular cadence meetings and ad-hoc discussions with customers, and complete follow-up documentation.
- Serve as the primary point of contact for assigned accounts, managing customer expectations related to service scope, SLAs, and priorities.
- Build and maintain strong, long-term customer relationships through proactive communication and service ownership.
- Identify recurring issues, risks, and service improvement opportunities, and drive continuous service improvement with internal teams.
- Identify upsell and cross-sell opportunities within managed service accounts and collaborate with the sales team to pursue them.
Benefits :
This a fully remote role as you will be working with the Global Team closely. High Tech Office in Central Tokyo - If you prefer working from office.
This companies offers a comprehensive benefits package that promotes work-life balance and employee wellbeing. Employees can take advantage of flex time policy and a generous time-off policy, national holidays, annual paid leave, special consecutive leave, and refreshment leave. We also provide full social insurance coverage, a commuting expense reimbursement.
Required Experience / Abilities / Skills :
- 3+ years of experience Customer Service
- Knowledge of Software Application Maintenance cycle
- Knowledge of ecommerce and customer experience applications and platform will be plus
- Bilingual (Native in Japanese & English at business level or above)
- Have strong reading, writing and communication skills in Japanese & English.
- Able to provide verbal and written support in Japanese & English.