<Responsibilities>

►Serve as the first point of contact for Customers and Partners across the globe who have inquiries, requests or issues relating to Symantec products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution

►Quickly respond to customer calls, web cases, emails and chats - deliver a high level of service and provide prompt resolution to ensure customer satisfaction

►Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem

►Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other Symantec business units as needed

►Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents

►Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty

►Facilitate a positive and productive team environment - leverage collaboration as a tool to solve business and customer problems

<Qualifications>

►Minimum of 2 years Customer Service experience (or equivalent experience)

►Experience in or strong interest in the Software and Technology industry preferred

►Experience in customer relationship management tools such as Salesforce.com is preferred

►Experience in Enterprise Resource Planning tools such as Oracle is preferred

►Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities

►Excellent business communication skills (spoken and written)

►Advanced problem solving/troubleshooting skills

►Ability to explain complex ideas in simple terms

►Proficiency in Microsoft Office Suite

►Role requires specific language capabilities: fluent in Japanese and English(or Mandarin and English) is required

비지니스레벨의 일본어(혹은 중국어)가 필수입니다.

관심있으신 분은 CV 보내주시기 바랍니다.

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