Deskripsi Pekerjaan
Are you a fluent Japanese speaker looking to advance your career in a dynamic, global environment? Tech Mahindra is seeking a dedicated Customer Support Specialist to join our high-performing E-commerce support team in Cyberjaya. In this role, you will act as the primary point of contact for Japanese-speaking customers, ensuring world-class service and seamless resolution of their inquiries.
As part of our E-commerce project, you will navigate complex customer challenges, troubleshoot account issues, and contribute to the overall success of one of the world's leading online platforms. We are looking for a professional who is passionate about customer experience, possesses excellent communication skills, and thrives in a collaborative, tech-forward culture. Join us and make a tangible impact on customer satisfaction while enjoying a competitive salary package in a thriving professional hub.
Tanggung Jawab
- Provide high-quality support to Japanese-speaking customers via email, chat, and phone channels.
- Resolve complex customer inquiries related to order tracking, payments, refunds, and account management.
- Maintain a deep knowledge of our e-commerce platform's policies and procedures.
- Document customer interactions accurately within our CRM system to ensure continuous improvement.
- Collaborate with cross-functional teams to escalate and resolve technical issues efficiently.
- Strive to meet and exceed individual and team KPIs regarding response time and customer satisfaction scores.
- Act as a brand ambassador, ensuring a professional and empathetic tone in all communications.
Kualifikasi
- Fluency in Japanese (N1/N2 level or equivalent proficiency) and professional English.
- Previous experience in customer service, helpdesk, or BPO environments is highly preferred.
- Strong problem-solving skills with the ability to navigate e-commerce software platforms.
- Excellent verbal and written communication skills in both Japanese and English.
- Ability to work in a fast-paced, goal-oriented environment.
- Strong computer literacy and proficiency in MS Office suite and web-based tools.
- Willingness to work in shifts (if required by the project scope).