Want to make an impact? At Deloitte, we are looking for talented professionals who want to play a key role in this exciting journey ? talents like you. Every day we challenge ourselves to do what matters most for our clients, our people and for the society. We offer the opportunity to be part of a firm that makes an impact that matters, to work with inspiring leaders and talented professionals to deliver outstanding value to our clients in a culture that is inclusive, collaborative and one that provides exceptional career experience.
Purpose of Job
To assist Deloitte Japan employees with technology problems over the phone, email, chat, voicemail & webforms in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be.
Desired Candidate Profile
Customer Focus:
Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
Ability to empathize with and prioritize customer needs
Demonstrates interpersonal skills with a diverse customer base
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Ability to determine customer needs and provide appropriate solutions
Maintain regular and reliable attendance, plan leaves in advance and avoid any unplanned absence
Adhere to daily schedule as assigned
Flexible with the working schedule; may be expected to work in different shifts/weekends/holidays and events
Ability to work overtime based on business needs
Technical Aptitude:
Knowledge of MS Office including Outlook
Knowledge of computer hardware and software
Knowledge of different Operating Systems
Knowledge of network and internet
Awareness of latest trends and developments in the technology industry
Technically inclined with a drive to solve technical issues
Education & Skills Required:
Any Graduation degree (preferable)
Excellent communication skills in Japanese (written and verbal)
Certificate in Global Japanese Proficiency Test JLPT - N1-Level (not a must if the right candidate has excellent Japanese language skills and previous experience in working for Japanese clients)
Comfortable working in a multi-national / cultural environment
Ability to communicate correctly and clearly with all customers
Work successfully in a team environment as well as independently
Should have basic knowledge about computer software and hardware.
Should be a quick learner and team player.
Adheres to Code of Ethics, Vision, Mission and Core Values.
Work you?ll do
Our customers have a high expectation that you will be able to resolve their issue on the call, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center. Our customers are very computer literate, and accuracy of information is a high priority.
Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
Analyze and resolve incidents and service requests regarding use of application software or hardware.
Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
