Industry: High Tech Internet
AVERAGE Annual Salary: 9,000,000 yen
Japanese: 5 - native
English: 3 - good
DESCRIPTION:
The company is a leading provider of online business optimization software,
enabling customers to manage and enhance online, offline and multi-channel
business initiatives. The software, which it hosts and delivers to its
customers as an on-demand subscription service and on-premise solution,
enables customers to capture, store and analyze information generated by
their Web sites and other sources and to gain critical business insights
into the performance and efficiency of marketing and sales initiatives and
other business processes.
Job Duties:
We are seeking a strong leader and self-starter who will build and guide our
support team to the next level of growth. You will be responsible for
leading one of our Technical Support Teams with a focus on scaling the
business and providing stellar client service.
Other responsibilities include:
-Supervision of call center staff, provide leadership, training, coaching,
and support to a team of Technical Support representatives
-Build and grow the support team as the business dictates
-Effectively handle client escalations as appropriate
-Create and execute on support initiatives focused on scaling our business
-Ensure overall client satisfaction
-Track customer support metrics and adjust business model to improve overall
client satisfaction
-Perform efficient incident management, while maintaining metric quotas
-Understand and assess client-reported issues to determine prioritization
-Manage and ensure documentation of assigned incidents - including internal
and external communications
-Builds and maintains process documents
-Develops and submits weekly and monthly call center operational &
performance reporting to management.
-Demonstrated ability to handle stress effectively and to assist others in
effectively dealing with stress
-Excellent interpersonal skills, listening skills and approachable style
-Strong analytical skills; creative problem-solver
-High level of professionalism and integrity
Requirements:
Our ideal candidate will have a bachelor's degree and 5+ years of prior
software and/or technical support management experience - including the
ability to effectively manage, prioritize and resolve customer issues
quickly, logically and creatively. In addition, you will bring to the table
the following:
-A passion for delivering excellent service to clients
-Minimum of 3-years experience in a client support manager role
-Minimum of 5-years experience in a client support role
-Ability to work with a globally distributed team
-Excellent oral and written communication skills
-Self motivated, able to work alone or with others
-Organized, detail oriented
-Resourcefulness with strong research, analytical and technical problem
solving skills
-Hands-on experience with HTML and understanding of database and internet
technologies
-Ability to multi-task and prioritize in a fast-paced environment
-Familiarity with Customer Relationship Management (CRM) systems
-Experienced Quality Assurance background
-Project Management experience
-Proven history of successfully leading call centers and advanced technical
support teams to deliver superior service quality.
-Working proficiency with full MS Office professional suite.
