Customer Support Representative – Japanese & English Speaker

at  Thomson Reuters

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? If yes, we are looking for you!
Join our team! We are looking to add a new Customer Support Representative based in Melbourne, Australia that will focus on providing a quality product support service to customers of Thomson Reuters - Confirmation.
The team provides support to customers globally. This position will operate on the following shift pattern (Monday to Friday) throughout the year: 9:30am – 6pm AEST / 10:30am – 7pm AEDT.

ABOUT THE ROLE

In this opportunity as a Customer Support Representative, you will:

• Respond to customer inquiries in both English and Japanese via phone and email.
• Concisely and accurately document information in our CRM system (Salesforce), paying particular attention to problem description, resolution taken, and any required follow-up action.
• Handle complex and/or specialized issues, resolving as many inquiries as possible on the first interaction. Solving complex issues may involve interpreting the needs of the customer to determine the most applicable resolution.
• Appropriately filter and escalate cases to other teams when appropriate (e.g. product, sales, technology, marketing, etc.).
• Track resolution progress, and actively keep customers informed with updates.
• Collect and forward customer feedback to facilitate continuous product improvement.
• Promote usage of our public help centre to users to encourage self-help on support queries
• Maintain up-to-date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
• Maintain data in our CRM system to ensure the accuracy of active users and contacts.
• Ability to flex working hours to accommodate busy periods and react with increased productivity.
• Help the team achieve their performance key metrics through queue management and excellent customer service.

You’re a fit for the role of Customer Support Representative if your background includes:

• Fluent written and verbal communication skills in Japanese and English.
• Minimum: 1 year experience in a customer facing position or equivalent experience desired.
• Experience in customer support via phones, emails or in person.
• Familiarity with the Microsoft office suite of software.
• Strong problem solving, analysis, design, and testing skills.
• Quick learner, eager to leverage new technologies in a dynamic team environment.
• Strong commitment to customers and proven experience owning issues to resolution.
• Work as part of a team & independently in a dynamic, fast-paced environment