Description
We are seeking a Customer Support Manager who will work as an individual contributor as a part of a virtual "call center" supporting our client's customers, clients, and global trainer network. The Customer Support Manager is the main point of contact with our client's end-users throughout their training experience to ensure a high-quality and positive training experience.
Conduct introductions to Learnship Virtual Classroom with customers, potential buyers
Provide technical support on platform (connection to classroom, usability of Member Area and other Learnship tools)
Address customer escalations aligned to SLAs (Service Level Agreements) via phone and virtually
Manage workload of tasks using the ticketing system in a timely manner and in accordance with client SLAs
Engage in internal meetings and participate in global support training as needed
Answer inbound calls/emails and follow up with customers to address service needs
Manage the customer onboarding process from Sample Lesson to course organization
Handle quality assurance issues and ensure that learner needs are met
Support sales activities in educating client contacts about Learnship platform via demonstrations
Manage team calendar of customer calls and appointments
Trainer
Provide real-time support for trainers to address platform and administrative questions regarding their courses/learners
Provide technical support to trainers
Interact as a point of contact with trainers to field complaints internally for resolution
Provide trainers or partners with administrative training as needed
Create course plans for customers to prepare trainers for their course
Adjust trainer schedules and availability as requested
Internal/Administrative
Review service performance indicators periodically and support team with suggestions for continuous service improvement
Support recruitment with identification of trainer availability gaps
Participate in global and regional meetings and provide input on strategies for improvement of customer service in learnship
Requirements/ Qualifications:
Bachelors degree
Native Japanese ( CEFR B2 level in English ) and Taiwanese
Other language learning experience a plus (eg. Mandarin)
1-2 years of experience with customer service in a B2B environment
Experience in the language learning sector, internet technologies, online learning / e-Learning or corporate education markets is preferred
Ability to work effectively across cultures and in a virtual environment
Ability to prioritize, multi-task, and perform effectively under pressure
Team player and good communication skills
Highly motivated and independent
Proficiency in Microsoft applications (Word, Excel, PowerPoint, and Outlook), and Salesforce.com
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English ,Japanese ,Tagalog
Availability for travel: No
Availability for change of residence: No
We are seeking a Customer Support Manager who will work as an individual contributor as a part of a virtual "call center" supporting our client's customers, clients, and global trainer network. The Customer Support Manager is the main point of contact with our client's end-users throughout their training experience to ensure a high-quality and positive training experience.
Conduct introductions to Learnship Virtual Classroom with customers, potential buyers
Provide technical support on platform (connection to classroom, usability of Member Area and other Learnship tools)
Address customer escalations aligned to SLAs (Service Level Agreements) via phone and virtually
Manage workload of tasks using the ticketing system in a timely manner and in accordance with client SLAs
Engage in internal meetings and participate in global support training as needed
Answer inbound calls/emails and follow up with customers to address service needs
Manage the customer onboarding process from Sample Lesson to course organization
Handle quality assurance issues and ensure that learner needs are met
Support sales activities in educating client contacts about Learnship platform via demonstrations
Manage team calendar of customer calls and appointments
Trainer
Provide real-time support for trainers to address platform and administrative questions regarding their courses/learners
Provide technical support to trainers
Interact as a point of contact with trainers to field complaints internally for resolution
Provide trainers or partners with administrative training as needed
Create course plans for customers to prepare trainers for their course
Adjust trainer schedules and availability as requested
Internal/Administrative
Review service performance indicators periodically and support team with suggestions for continuous service improvement
Support recruitment with identification of trainer availability gaps
Participate in global and regional meetings and provide input on strategies for improvement of customer service in learnship
Requirements/ Qualifications:
Bachelors degree
Native Japanese ( CEFR B2 level in English ) and Taiwanese
Other language learning experience a plus (eg. Mandarin)
1-2 years of experience with customer service in a B2B environment
Experience in the language learning sector, internet technologies, online learning / e-Learning or corporate education markets is preferred
Ability to work effectively across cultures and in a virtual environment
Ability to prioritize, multi-task, and perform effectively under pressure
Team player and good communication skills
Highly motivated and independent
Proficiency in Microsoft applications (Word, Excel, PowerPoint, and Outlook), and Salesforce.com
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Language(s): English ,Japanese ,Tagalog
Availability for travel: No
Availability for change of residence: No
Other Info
₱ 119,998.00 monthly · Taguig, National Capital Region · Today, 11:22 AM
Work type
Full Time
Work type
Full Time
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Dencom Consultancy and Manpower Services
About the company
Dencom Consultancy and Manpower Services jobs
₱ 50,000.00 monthly · Makati, National Capital Region · 14 September (updated)
Position Customer support manager (japanese native) recruited by the company Dencom Consultancy and Manpower Services at Taguig, Joboko automatically collects the salary of ₱ 119,998.00 monthly, finds more jobs on Customer Support Manager (Japanese Native) or Dencom Consultancy and Manpower Services company in the links above
About the company
Dencom Consultancy and Manpower Services jobs
₱ 50,000.00 monthly · Makati, National Capital Region · 14 September (updated)