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Representative 5, Customer Service

Customer Care & Quality Assurance
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
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
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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