Customer Care Executive(automotive )Japanese-JLPT N1 & N2

Location

Bangalore | India

Job description

Job description

First Brands Group, LLC is the parent company of many of the automotive industry's most recognizable OEM and Aftermarket brands. First Brands Group is a privately held organization and leader in automotive repair and maintenance products, headquartered in Cleveland, Ohio with operations found around the globe.

We are a team of professionals dedicated to building profitable, enduring growth among all our customers with an unrelenting drive to exceed customers expectations.

Designed and engineered with Original Equipment rigor and quality, our products serve vehicle manufacturers, technicians and drivers everywhere.

We are looking for a a skilled content editor/ proof reader that spans digital, catalogue, packaging, website and social content creation.

Ideal candidate is someone with a deep understanding of automotive aftermarket parts, a keen eye for detail, and strong editing skills. The right candidate will be responsible for editing and maintaining product information, ensuring accuracy, consistency, and clarity throughout each content channel

Duties and Responsibilities

The Global Call Center Technical Support Agent is essentially a customer services representative to field regional customer calls & emails for Branded Wiper Blade Products (Primarily Michelin Licensed Products- However could also include Trtico/Anco & other FBG Wiper Brands). Agents will be responsible for fielding calls and responding to email inquiries relating to product installations, product removal, product quality and vehicle applications.

Each agent is a Customer Service / Consumer Satisfaction Representative for the Michelin Brand & First Brands Group / Trico. The Agents objective is to turn an potentially Bad Quality or Product Experience into a Good Customer Service Experience.

Main Job Tasks and Responsibilities

The role of the Call Center Technical Support Agent is to act as a Customer service representative for Michelin Branded Wiper Product. As Customer Service Representative, all Agents must address all calls / emails from customer relating to the products sold in the regional market place.

Agents will support Calls Japan and will be required to read/ understand & speak fluent English, Japanese dependent on the region in which assigned to support.

Responsibilities include but may not be limited to:

• Receive inbound calls/emails regarding the entire Wiper Blade product line
• Calls may be of Technical Nature (Installation, Removal of old product, product Performance, quality or performance related
• Answer all other customer service related inquires as well as processing Windshield Damage claims.
• Place outbound follow up calls/emails to customers, dealers and installers as follow up to messages left overnight or during weekends.
• Meet Quality Assurance Requirements and other key performance metrics including but not limited to :
• Average Hold Times , Average Call Time, Average Time/Days to Respond to Email , Days to close out Email or Customer Service Inquiry / Abandon Rate (% of call made to the call center but not answered)
• Comply with all approved scripts and documented processes.
• Must be able to work extended hours as required to cover N.A. Time Zones and Extended Store hours outside of standard core business hours.
• Data Enty of Key Call Information from Customers (Vehicle Name, Make, Model, Year ; Store Location Purchased ; Brand purchased ; Product Complaint or Failure Mode
• Will Agree that All Calls may be recorded
• Will Complete & Maintain Training on All Existing and New Wiper Blade Products

Education and Experience

• Strong communication skills (fluent English is a must)
• Bilingual (English Primary candidates can be to speak Japanese (Regional Agents must speak Fluent local language with appropriate dialect)
• Preferable candidate JLPT N1 & N2 certified
• Work Time are given below

Japan - 4:30am to 1:30pm,

'Experience in Automotive Aftermarket industry is an added advantage'

• Some automotive knowledge required ( parts counter work experience or similar)
• Proficient keyboarding skills required
• Proficiency in using basic computer programs
• Possess skills in on-line database platforms.
• Ability to multitask and monitor multiple forms of communications while working on multiple computer screens and programs.
• Be hardworking and motivated
• Experience in Technical Call Center Environment
• Experience with Automotive Parts or General Mechanical Aptitude
• Experience with CRM software + Telephony Platforms (Example Bright Pattern)
• Familiar with MS Application (Excel, Word

Job tags

Salary