At a Glance
- Tasks: Provide top-notch support to Japanese customers via phone and email.
- Company: Join Red Hat, a leader in open source solutions with a collaborative culture.
- Benefits: Flexible work options, competitive salary, and opportunities for growth.
- Other info: Work remotely in a dynamic environment with a focus on inclusion and innovation.
- Why this job: Make a real impact by solving customer issues and enhancing their experience.
- Qualifications: Fluent in Japanese and English; Mandarin is a bonus. Customer service experience required.
The predicted salary is between 47250 - 57750 $ per year.
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Support Specialist with fluent Japanese/Mandarin/English to join us in APAC. The core responsibility of a Customer Service Representative is to provide our global enterprise customers, specifically those based in Japan, with high-quality assistance and support regarding their account and subscription management. You will act as a vital link between customers and various internal stakeholders to ensure smooth problem resolution. This role requires the ability to handle a diverse range of non-technical inquiries with sound judgment and effective communication, ensuring a high level of customer satisfaction through proactive problem-solving.
What you will do
- Customer Support & Communication: Serve as the primary point of contact for Red Hat enterprise customers globally, primarily Japanese customers, handling inquiries through phone and email regarding products and services. Manage initial customer interactions and coordinate seamless communication between customers and internal teams.
- Problem solving & Documentation: Perform diagnosis, troubleshooting, and resolution of customer issues, escalating complex problems when necessary. Research customer issues thoroughly and contribute to the team's knowledge base by recording solutions and documenting new knowledge articles.
- Teamwork & Proactivity: Work effectively as a collaborative, remote team member, maintaining a customer-first mindset. Actively seek and implement proactive solutions to enhance the customer experience.
What you will bring
- Native-level fluency in Japanese (both written and verbal) is essential for providing high-quality professional guidance to our enterprise customers in a Japanese business environment.
- Strong verbal and written English communication skills are also required.
- Verbal and written Mandarin communication skills are a plus.
- Minimum of 3 years of experience in a Customer Service industry.
- An IT degree or background in the IT industry is a plus.
- Exceptional customer service skills, including experience managing multiple priorities in a customer-facing role.
- A strong passion for problem-solving and investigation, coupled with the ability to critically analyze complex issues.
- Excellent organizational and time management skills, with the ability to prioritize work effectively and perform under pressure.
- Some experience using Linux is an advantage, but not a requirement.
About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure.
Inclusion at Red Hat
Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We welcome and encourage applicants from all backgrounds.
Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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