非公開
外資系音響機器メーカーとなります。
ブランド力もある商品のユーザー対応業務とまります。
リモート、フレックスも導入されており残業少ない働きやすい環境です。
【具体的には】
顧客からの最初の対応はアウトソースしている為、エスカレーションしてきた
内容の対応となります。（ヘッドフォンなどのOSとの相性やスペック確認対応など）
また業務においては、レポートがAPACとなりますので、英語が必要です。
未経験の方の場合、量販店などで機器関連の販売・対応をされていた方も歓迎です。
Job Purpose
Ensuring that everything starts and ends with the customer.
End User Support Technical Specialist provide technical support to end-customers on a variety of issues relating to our products and self-help tools. The role requires extensive knowledge and training of all Sennheiser products past and present. Duties include communication via telephone, email and chat while providing the highest level of customer service. The Specialist will be required to provide in depth trouble shooting to the End consumer, to resolve Level 2 technical issues with our products. This role assists with the creation of FAQ product content, knowledge base articles and canned responses for the CRM tool. Additionally supporting with product testing and feedback loop to Product Managers on pre-launch and launch phase products. Specialists will generally deal directly with end users and must effectively communicate answers in a way they can understand. Their responsibilities include diagnosing product or tool issues and providing callers with step-by-step solutions over the phone, by email or chat. They will also handle customer communications during the repair service process
Primary Job Responsibilities
• Technical product support L2 (pre | post-sales support)
• Complaint handling L1 and L2
• Escalations from self-service tools (FAQ, How -to-guides)
• Contribute to self-help content.
• Customer service and complaint handling
• Assist end users with our suite of self-help tools (Repair portal, web shop)
• Provide repair service customer support.
• Ability to distil complex product information or instructions into digestible customer communication.
• Maintain accurate records of customer interactions, complaints, and resolutions in the customer service database.
• Identify opportunities for upselling and cross-selling products to increase sales and customer value
Additional Job Responsibilities
Additional Responsibility
• Support with achievement of relevant KPI targets.
• Remain current on product information and product updates through available resources.
• Assist other co-workers in the department as needed
【働き方】
リモート：ハイブリッド週２～3日
フレックス：本ポジションは10時～17時がコアタイム
年に1回程度、海外出張の可能性がございます。（マストではないです）
【業務内容】
業務を進めていく中で、タイトル・業務内容が変更する可能性はございます。
音響機器として定評があるメーカーとなります。
音響機器が好きな方募集しております。