Bilingual Enterprise Customer Support Advocate (Japanese/ English Speaker)
Bilingual Enterprise Customer Support Advocate (Japanese/ English Speaker)
Hootsuite
The Bilingual Enterprise Customer Support Advocate role at Hootsuite is designed for fluent English and Japanese speakers to assist high-value Enterprise customer accounts. This hybrid position, based in Tokyo, Japan, focuses on providing exceptional customer support, troubleshooting issues, and enhancing customer onboarding processes while collaborating with internal teams to improve customer experience.
Qualification
- Fluency in English and Japanese.
- Experience in customer support or customer service roles, preferably in an enterprise environment.
- Strong problem-solving skills and ability to troubleshoot technical issues.
- Excellent communication skills, both written and verbal, with a professional demeanor.
- Ability to work collaboratively in a team environment and prioritize customer satisfaction.
Responsibility
- Provide subject matter expertise to Hootsuite’s highest-valued customer accounts including Enterprise Standard, Premier, and Strategic accounts.
- Embrace a customer-first mindset to address and resolve customer questions, issues, and concerns.
- Efficiently troubleshoot reported issues to diagnose product and non-product issues, providing accurate information to customers.
- Identify and report patterns or widespread issues impacting Hootsuite products and services following escalation workflows.
- Perform customer account-related work for the implementation, configuration, or onboarding of large Enterprise customers.
- Identify opportunities for cross/up-sell and connect clients with their Customer Account Manager (CAM) or Customer Success Manager (CSM).
- Communicate in an engaging and professional tone across all channels including email, chat, and phone.
- Collaborate with Customer & Expansion team colleagues to prioritize customer experience and streamline resolution of client concerns.
