Adobe Japan’s Customer Experience organization is looking for a detail-oriented customer-centric professional to be part of a fast-
paced, collaborative Customer Experience team that works cross-functionally to expediently and effectively resolve customer issues and improve the overall customer experience.
As part of a multifunctional and diverse regional team, the Customer Support Specialist is responsible for handling support inquiries and escalations from SMB / Enterprise customers.
S / He works closely and effectively with local and global functional teams to provide best-in-class customer support and retention across Adobe’s Digital Media products.
S / Hewill also work proactively with multiple functional teams in identifying and resolving product, system and / or process related issues.
This position is located in Tokyo.
Provide timely resolution to phone / chat inquiries from SMB / Enterprise customers.
Provide resolution within established Service Level Agreement KPI’s (e.g. Customer Satisfaction, Case Aging, Productivity) and support guidelines.
Troubleshoot / qualify cases and customer escalations, and directly work with global teams (e.g. Customer Experience, Sales, Marketing) for prompt resolution.
Effectively manage customer expectations, and drive prompt resolution.
Identify and document customer-impacting issues and engage relevant internal / global teams (incl. sales, marketing, engineering) to drive prompt resolution and process improvements.
Become a subject matter expert of Adobe support programs and policies and be able to provide advice to internal teams and operations management.
May occasionally require translation (English-Japanese) of product information, business policies, and / or customer communications.
Create / localize knowledge content (e.g. support pages, official blogs) to share information and drive customer’s self-help.
Develop and maintain business expertise in assigned areas including products, process, and policies.
Passion to deliver customer service excellence.
3 years or more of Customer Service or equivalent experience ideally in e-commerce, IT, or telecommunications industry.
University / College degree in business management, accounting, finance, IT systems, or engineering preferred.
Proven experience in providing high quality customer support to SMB and / or Enterprise customers.
Excellent interpersonal and communications skills. Strong team player.
Customer-centric and empathetic mindset.
Strong sense of ownership and timeliness.
Proven effective customer relationship skills.
Critical thinking and effective problem resolution skills to handle customer escalations.
Solid business and technical acumen. Detail-oriented.
Solid knowledge of CRM / ERP tools (e.g. SAP; Microsoft Dynamics; Oracle; Salesforce).
General understanding of subscription-based products, services and cloud technologies.
Language Proficiency (Japanese : Native / Business Level, English : Business Level)
Preferred Skills / Experience :
Experience supporting SAAS / License based products a big plus.
Experience providing support via social media channels (e.g. LINE, blogs, etc.) a plus.
Passion for using Adobe Digital Media products (e.g. Photoshop, Illustrator, Acrobat).
Proficiency in other regional languages (e.g. Chinese Mandarin, Korean) a plus.
At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists.
You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely.
If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
Adobe is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability or veteran status.