カスタマーサポートスペシャリスト/ Customer Support Specialist

A globally recognised outdoor cooking products company is seeking a Customer Support Specialist, Japan. The selected candidate will provide technical customer support, troubleshoot product issues, manage customer and retailer relationships, collaborate with internal teams, and maintain support documentation.

Responsibilities:

• Serve as the primary point of contact for customers and retailers regarding technical enquiries via phone and email
• Provide remote troubleshooting and on-site support for complex or escalated product issues
• Guide customers through product assembly, usage, maintenance, replacement parts, cooking advice, and service arrangements
• Manage customer and retailer cases from initial enquiry through resolution, ensuring a high level of customer satisfaction
• Collaborate with Product, Sales, and Operations teams to resolve technical issues and support new product launches
• Escalate unresolved or systemic issues while retaining ownership of customer and retailer communication
• Analyse recurring issues and customer feedback to recommend improvements to products, support processes, and customer journeys
• Share local market feedback with Product teams to support product development and enhancements
• Maintain accurate records of customer and retailer interactions, issues, and resolutions
• Create and update FAQs, troubleshooting workflows, guides, and other internal and self-service support materials

Requirements:

• 2-3 years of experience in technical support or customer service, ideally in consumer electronics, appliances, or outdoor products
• Strong technical troubleshooting and problem-solving abilities
• Ability to explain technical issues clearly and effectively to non-technical users
• Customer-centric approach with the ability to build and maintain strong customer and retailer relationships
• Physically capable of handling bulky or heavy equipment as needed
• Possess a valid driver's licence for on-site support visits
• Professional level Japanese

Preferred requirements:

• Diploma or certification in Electronics, Engineering, or a related technical field
• Experience supporting BBQ grills or cooking appliances
• Familiarity with customer support platforms such as Salesforce and Accordia
• Passion for BBQ and outdoor cooking
• Proficient in English

About the Company:

The company is a globally recognised manufacturer of premium charcoal, gas, and electric grills and outdoor cooking accessories. Founded in the USA, it is known for product quality, innovation, and a passion for grilling.

Keywords:
カスタマーサポート, テクニカルサポート, 顧客対応, 製品サポート, トラブルシューティング, コンシューマーエレクトロニクス, 調理家電, BBQ, アウトドア調理, アフターセールス, 求人, 外資系

Job Ref: U5WF21