Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Customer Support Specialist | Native Japanese  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    Taguig, Metro Manila, Philippines, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 3 years ago

2020-11-25T16:00:00+00:00
Job closed.

Job Description

  • Work in alignment with the service level of the account or statement of work defined by the customer and the sales and services team, monitoring time, costs and deliverables.
  • Maintain customer satisfaction through strong project management and consulting skills
  • Develop a trusted advisor relationship with customers such that all company activities are aligned with the customer’s business case and business strategy, allowing the full potential of the company's solution to be realized.
  • Leverage comprehensive understanding of company's solutions to provide relevant adoption and recommendations on solutions and enhancements customized to customers' business needs.
  • Work with the customers to ensure they are leveraging the solution and achieving success.
  • Develop and maintain positive client relationships at all levels with existing corporate accounts.
  • Partner with Customer project teams and serve targeted accounts as the main point of contact, through the CSM team email address. Support them during the whole project, including pilots (if applies), implementations and efficacy process, in a consultative approach.
  • Drive and manage the renewal process for identified accounts and work with legal and finance team on specific terms and conditions. Follow-up on contract signature and revenue collection.
  • Manage escalations to the Sales Market Leader and/or Director of Customer Success when needed.
  • Provide proactive customer service to ensure the customer’s ROI and satisfaction is the highest possible (efficacy process)
  • Plan and deliver periodic account updates and reviews (and any other deliverable included in the SOW), in collaboration with the sales team
  • Manage satisfaction and business impact surveys
  • Monitor and identify trends in the company's adoption and utilization and provide guidance to customers as part of the annual Business Impact Review.
  • Provide timely account or issue executive summary status reporting to customers and management.
  • Identify and assess renewal risks for customers' license subscriptions and collaborate with internal teams to ameliorate.
  • Document and gather customer and project information in the CRM system
  • Participate in field marketing events within the region.
  • Cover for support colleague as the first line of support answering user queries and escalating where necessary.

To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

Minimum Qualifications

  • Written and verbal fluency in Japanese and English is an essential requirement. Any other language is a plus.
  • 3+ years relevant work experience in one or more of the following: customer success management, customer service, project management or consulting -- ideally with online language learning or other digital learning solutions in a SaaS environment
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-Level
  • Demonstrated consulting skills to advise customers and share best practices
  • Aptitude both for analyzing learning concepts and translating them into business terms, and for mapping business requirements to appropriate solutions
  • Project management skills; ability to manage a project’s timeline, costs, and deliverables. Ability to successfully manage multiple projects simultaneously
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Highly customer-focused attitude
  • Strong knowledge of business process (Talent Management, Sales, Marketing, Service, Support)
  • Experience in Internet technology, online learning, and/or corporate education implementation a significant plus
  • Familiarity with Learning / Talent Management Systems and integrating online learning into Talent and Learning Management Systems.
  • Experience using remote business communications and collaboration tools including, MS Office, chat clients, VOIP clients, remote collaboration tools (e.g. WebEx), etc.
  • Experienced in conducting virtual meetings
  • Experience in Internet technology, online learning, and/or corporate education implementation a significant plus
  • Familiarity with salesforce.com or other CRM systems desirable

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Taguig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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