Customer Service Technical Specialist

6 days ago

Macquarie Park, Australia Wolters Kluwer Full time

Join our APAC regional team as a Customer Service Technical Specialist.

You will be the first point of contact of our customers across Asia Pacific, addressing customer inquiries and offering solutions for basic technical issues, ensuring an exceptional cusotomer service experience. This role is essential in initiating the support process and ensuring customer satisfaction from the outset.

This is a Full-time Permanent position, based in Macquarie Park, Sydney (hybrid working, working from home 3 days per week) #LI-Hybrid

ABOUT THE ROLE-
- Troubleshoot basic technical issues related to our products and services.- Record and document customer interactions and technical issues.- Provide clear and concise instructions to customers for problem resolution.- Escalate complex issues to higher-level specialists or appropriate departments.- Maintain up-to-date knowledge of product features and basic troubleshooting techniques.- Follow up with customers to ensure issues are resolved satisfactorily.- Participate in training sessions to improve technical support skills.- Provide feedback to improve support documentation and processes.

ABOUT YOU- 3+ years experience in a customer service role or tech support role- Customer Communication: Ability to communicate effectively with customers to understand their technical issues.- Basic Troubleshooting: Skills to identify and resolve basic technical problems.- Documentation: Ability to accurately record and maintain details of customer interactions.- Product Knowledge: Familiarity with the company's products and basic functions.- Time Management: Efficient in managing time to handle multiple customer inquiries.- Basic Technical Tools: Proficiency in using customer support software and tools.- Problem Escalation: Understanding when and how to escalate issues.- Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.- Language: Japanese language proficiency is highly preferred (spoken and written).

WHAT WE OFFER- Hybird Work Arrangement & Work from Anywhere- Parental leave benefits that exceed legislative requirements- Health Insurance & Wellness Programme- Learning and Development Program- Paid Leave and volunteer leave

ABOUT US

Wolters Kluwer reported 2024 annual revenues of €5.9 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,600 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at


Our Interview Practices

_ Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._

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