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General Customer Service
NEC
posted 28d ago
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Flexible timing
Key skills for the job
Job Description
- Serve as the primary point of contact for all incidents, service requests, and inquiries, ensuring each has a designated owner and is resolved within the SLA.
- Monitor, track, and manage issues through the CRM process, ensuring no incidents get bottlenecked and are resolved efficiently.
- Provide support by understanding customer needs, mapping workflow processes, and analyzing technical requirements or gaps.
- Analyze technical problems reported by end users via email, calls, or chat, and provide the first level of business perspective solutions.
- Ensure continuous support to clients and stakeholders, proposing resolutions and managing customer expectations.
- Track all cases to ensure timely responses, maintaining updates on incident status, progress, and history in the CRM.
- Monitor ongoing service requests and incidents, ensuring timely communication to end users.
- Collaborate with senior teams and stakeholders to resolve escalated issues and monitor the status of incidents.
- Ensure contributions towards the overall Total Customer Experience are met and maintain a high standard of service quality.
- Create and update knowledge base articles to document solutions for recurring issues.
- Ensure stability of the network and hardware infrastructure by monitoring and troubleshooting when necessary.
Skills, Knowledge, and Experience:
- Linux: Basic knowledge to maintain and develop Linux infrastructure uptime services and troubleshoot Linux-based servers, hardware, and applications.
- Understanding of REST API and experience with the curl command line tool.
- Networking: Ability to troubleshoot network monitoring problems effectively in a network/infra monitoring environment.
- ITIL Knowledge: Case management, ticketing tool lifecycle experience.
- Technical Tools: Proficiency in MS Office (Excel, Word), and experience with computerized data entry and network monitoring tools.
- Communication: Strong interpersonal, verbal, and written communication skills. Bilingual proficiency (Japanese and English) is a plus.
- Strong analytical skills and attention to detail.
- Customer Service: Experience managing service requests and incidents, meeting quality assurance requirements and performance metrics.
- Certifications: MCSE, MCP, ITIL certified professionals preferred.
- Availability: Ability to work in a 24/7 environment and in rotational shifts.
Preferred Skills:
- Basic knowledge of Windows, DBMS, and advanced MS Office tools.
- Experience in software development or support roles is an advantage.
Specialization Description
General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing customer service and support via phone, online chat, or text including:
- Call center-based customer support in response to a high volume of low complexity inquiries
- Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including:
- Acting as liaison between customers, production and distribution departments related to specific customer orders
- Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.
Employment Type: Full Time, Permanent
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14%
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What people at NEC are saying
What NEC employees are saying about work life
based on 1.4k employees
Flexible timing
Monday to Friday
No travel
Day Shift
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