---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- PROJECT NAME: Google POSITION TITLE: Japanese Customer Service Analyst WORK SETUP: Return to Office OVERALL PURPOSE: Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, and tracking. RESPONSIBILITIES: Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback May complete and resolve non-call customer contact requests received by mail, web or email May perform follow-up on incidents with customer to ensure customer satisfaction OTHERS: Project Shift Schedule: Morning Shift Project Rest Day: Weekends Off Project/Team Location: Client Site Non-Accenture FacilitySKILL AND QUALIFICATIONS: Japanese Native/N1 Standard Japanese bilingual profile No domain required
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