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Representative 5, Customer Service

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Customer Care & Quality Assurance
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JR-0000045681 Requisition #
Job Description Template
Representative 2, Customer Service
Shinagawa, Tokyo, Japan
SanDisk, Ltd.
Requisition #: JR-0000045681
Western Digital                                                                       
The next big thing in data is you!
 
Essential Duties & Responsibilities:
Ensure call center agents are following best process and practices to efficiently resolve customer issues and communications to the customers.
Ensure Call centers are successfully trained on all products and providing accurate information to customers. 
Monitor daily Call center metrics and investigate irregularities.
Participate in meetings with call centers for quality measurement.
Create and document FAQs, training and troubleshooting materials for call center
Assist with Knowledgebase translations
Update and create Knowledgebase articles
Handle and Resolve Customer Escalations directly from customers and/or from regional call centers.
Work with cross functional teams within the company like Engineering, Quality Assurance and Engineering to resolve customer issues and provide a better customer experience.
Work with IT and CRM team to identify needs and improvements in CRM for call center agents
 
・コールセンターの職員が、最適な方法で顧客の問題解決を行い、かつコミュニケーションが取れるよう保証する
・コールセンターが全ての製品について教育を受け、正確な情報を顧客に提供できるよう保証する
・コールセンターの進捗を日々確認し、不良について調査する
・品質測定のため、コールセンターとミーティングを行う
・コールセンター向けのFAQやトレーニング、トラブルシューティングの書類を作成する
・知識ベースの翻訳補助
・知識データベースのアップデート、および作成
・顧客や地域コールセンターからの直接の要望を管理、解決する
・顧客の問題解決のため、技術部門や品質管理部門などの他部署と協業する
・コールセンターの職員の要求に対応するため、ITCRMチームと協業する
 
Qualifications:
Minimum 3 years of experience of technical support and troubleshooting of data storage products and working with various operating systems, hardware and networking configurations.
Prior experience as a Technical Support Engineer with software/hardware companies. Consumer electronics a major plus.
Excellent research and analytical skills. Ability to provide quick solution to new problems
Minimum 3 years of experience working with off-shore call centers
Excellent customer interaction skills
Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues.
Outstanding customer service and overall verbal and written communications skills. Strong Interpersonal, teamwork, process development skills
Ability and experience to work in fast paced environment
Fluent in Japanese and English
 
・最低3年間のデータストレージ製品のテクニカルサポートやトラブルシューティング部門での勤務経験を持ち、様々なオペレーションシステム、ハードウェア、ネットワーク構成を扱った経験
・ソフトウェアまたはハードウェア企業のテクニカルサポートエンジニアとしての経験
・優秀な研究・分析技術を持ち、新しい問題に素早く解決策を提示できる方
・最低3年間の海外のコールセンターとの業務経験者
・優秀な顧客との交流術
・複数案件を同時にマネジメントし、部署間を跨いで仕事を進められる方、顧客の問題解決に必要な行動を起こせる方
・会話や文章面において優れたカスタマーサービスのスキルをお持ちの方、対人関係やチームワーク、業務効率化に強みを持つ方
・早いペースの業務環境で働くことが出来る方
・流暢な日本語、及び英語を話せる方
 
ABOUT WESTERN DIGITAL
The future. It’s on you. You & Western Digital.
We’ve been storing the world’s data for more than 50 years. Once, it was the most important thing we could do for data. Now we’re helping the world capture, preserve, access and transform data in a way only we can.
The most game-changing companies, consumers, professionals, and governments come to us for the technologies and solutions they need to capture, preserve, access, and transform their data.
 
But we can’t do it alone. Today’s exceptional data challenges require your exceptional skills. It’s You & Us. Together, we’re the next big thing in data.
 
Western Digital® data-centric solutions are found under the G-Technology™, HGST, SanDisk®, Tegile™, Upthere™, and WD® brands.

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