Job description - The project provides Microsoft Japanese customers with the most professional technical support services in the process of building, configuring and maintaining systems/products in Dynamics suite. The project customers are from local Japan. The team will work with Microsoft's top technical support engineers globally to provide technical support services to Japanese customers by telephone, e-mail and remote assistance, so as to ensure customers' continuous recognition and satisfaction with Microsoft's products and services.
- Every member of the project team is responsible for providing the best service and helping other members of the team grow rapidly. Build an effective platform so that every colleague can give full play to their best abilities, help others and build their own influence.
YOU WILL: Response & Service Delivery
- Participate in Business Review meetings, present operation results, collect feedback and address concerns.
- Use tools and strategy to monitor the performance of a team. Analyze non-satisfied cases, find root causes, work out action plans and monitor execution. Serves as the first line of management escalation.
- Tracks resolution speed and removes roadblocks (e.g., skill gaps, unclear process) preventing issues from being resolved.
- Analyzes the business impact and collaborates with different stakeholders to ensure the right resources are engaged proactively.
- Drive customer satisfaction when using Microsoft products and share customer success stories that have positive impact to customers business.
Team Operation Management
- Analyze team readiness strategy proactively, ensure the team has the correct readiness plan on both tech non-tech parts (such as compliance, service skill, etc.).
- Ensure team members follow Microsoft & Itechwx compliance and security policy.
- Identifies potential risks and implement optimized process to mitigate the risks.
- Maintain positive relationship with all team members, drive positive team morale.
REQUIREMENTS - Fluent in Japanese and English.
- Excellent communication skills.
- Have experience in managing the size from 50, can lead the team independently.
- Experienced in service industry
- Strong pressure resistance can respond quickly to customer and internal needs.
- Have customer service experience, familiar with customer service business will be preferred.
- Strong interest in IT industry
Salary(VND: up to 50 Gross (nego)
Working time: 8:00 AM 5:00, Mon - Fri
Benefit: - Salary at 100% during the probationary period
- 90% contribution of the gross salary to social insurance
- 20 days leave (12 days of annual leave and 8 days of sick leave)
- Training will be offered
- Full working equipment will be provided Annual Health Checkup
- Activities: Birthday party, Employee engagement activities