Customer Service Hub Engineer (Japanese Support)

The Hub engineer is responsible for duties such as translation, responding to Hub service requests (SRs), escalating SRs as appropriate, responding to incoming phone calls, monitoring specific queues and processing exceptions to the process. This role is the first line of communication between customers and support.

RESPONSIBILITIES:
1)Responds to all incoming calls, from both external and internal customers
2) Helps identify customer needs then facilitates engagement of internal resources to ensure customer success¡¤ Monitors queues for exceptions and assignments
3) Routes technical service requests and ensures follow-up
4)Works with Grid engineers to facilitate the resolution of customer issues¡¤ Provides on-going communication of support process and procedure information to both internal and external customers
5) Resolves self-service tool issues, working with internal resources as necessary
6) Translates SRs within language scope¡¤¡¤ Reports and review with Japan Support Management Team
7)Cover working hours (9:00am ¨C 6:00pm) of weekdays
8) Routes self-service SRs not handled by Hub to the appropriate group
9)Promotes use of our Web based tracking systems (eg MetaLink, SupportWeb) to customers versus phoning into support ¡¤ Uses SR quality guidelines (eg ODM) when placing entries in SRs
10) Provides oral or written translation when a customer, internal or external, requires local language support¡¤ Monitors specific queues for local language, route failures, and exception SRs, routing or taking ownership as necessary
11) Monitors translation queues to make sure translations occur in a timely manner
12) Encourages customers to use English versus local language for SR resolution
13) Identifies customer needs and requirements, coordinate and facilitate engagement of internal resources required for customer success
14)Responds quickly to customer requests for escalations by using documented escalation process
15) Reacts to system or process issues by contacting responsible technical contacts or reports problem to regional Customer Service Hub manager
16) React customer issues (political, emotional and so on) by contacting regional Customer Service HUB manager and Customer Services managers in Japan
QUALIFICATIONS:
1)Excellent communication skills and flexibility for Japanese language, Japanese culture and customers manner and way of thinking in Japan.
2) Ability to manage multiple priorities
3) Ability to learn new things quickly
4)Personal drive to succeed
5)Highly adaptable to change
6) Resourceful and pro-active
7)Ability to work with minimal supervision
8)Strong customer service ethic
9)Effective communication and interpersonal skills¡¤ Team player
10)Good persuasion power and negotiation skills
11) Better to have 3-5 years plus general technical knowledge¡¤ Previous first-level helpdesk or call centre experience preferred but not required
12)Comfortable working with international customers, especially Japanese customers
13)Excellent command of written and conversational Japanese and English¡¤ For Japanese Language level, should be at least equal to level 1 of JLPT (Japanese-Language Proficiency Test) and fluent spoken Japanese.
14) For English Language level, should be at least equal to or above level 4 of China CET (College English Test) or TOEIC score 600
15)Strong understanding of customer service guidelines and processes

招聘职位:      日语技术支持专员
工作地点:      大连
职位描述 :     作为单一窗口用日语解答日本甲骨文公司的客户提出的技术咨询，同甲骨文全球技术专家用英语交流沟通来促进客                         户问题的解决。
技能要求:
1.日语国际能力一级以上，具备熟练日语口语沟通能力,有日本留学背景或在从事相关工作经验优先考虑；
2. 具备1－2年 helpdesk/call center 相关领域工作经验者优先；
3. 有IT 相关产品远程技术支持经验或客户服务经验者优先；
4．英语CET4级以上，具备更好的英文书写与会话能力者优先。

联系方式
联系人：  Ms Selina Sun
电子邮箱：ling.sun@oracle.com
公司网页：www.oracle.com/cn

参加由弗斯特高新人才在路明科技大厦举办的高新企业现场招聘会