Customer Support Professional

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $60,000 - $85,000

**Job Opportunity**

We are seeking a highly skilled professional to provide world-class support to our global customers and student members.

The ideal candidate will have native Japanese language abilities, 2-3 years of experience in customer support, and strong computer skills.

  • Key Responsibilities:
  • Provide high-level customer service and support to our community members
  • Respond to customer inquiries in a timely and courteous manner via phone and tiered support case management system
  • Develop the knowledge base in support of frequently asked questions (FAQ's)
  • Train members on Community Platform
  • Schedule exams, surveys, certification results, and related student follow up
  • Coordinate and disseminate licensed courseware purchases
  • Improve and document Customer operations processes
  • Support for training classes and events
  • Work with Partner Development and Enterprise Solutions teams to enhance partner and enterprise customer experience
  • Maintain the LMS (Learning Management System) with exam updates, courseware, and video learning
  • Complete other projects as driven by the needs of the business.
  • Relentless improvement of the customer experience by reviewing and acting upon customer feedback
**Requirements:**

- Native Japanese language abilities - written and spoken

- 2 to 3 years of experience in customer support, preferably in Learning or Service organizations with a membership or certification business model

- Comfortable using own judgment and being proactive to resolve member issues

- Strong computer skills

- Knowledge of Excel

- Knowledge of Salesforce a plus

- Must thrive in a high volume environment to meet Key Performance Indicators driving improvements to Customer Satisfaction, Net Promoter Score, and Customer Effort Scores.

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