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

A global manufacturer of premium outdoor cooking products is seeking a Customer Support Specialist. The chosen applicant will be responsible for providing technical support and post-sales assistance to customers and retailers.

Responsibilities:

• Serve as the primary point of contact for customers' and retailers' technical inquiries via phone and email
• Provide second-line support, including remote troubleshooting and on-site support for complex or escalated issues
• Deliver post-sales technical assistance by guiding customers through product assembly, usage, and maintenance
• Proactively follow up with customers and retailers to ensure issues are fully resolved, and customer satisfaction is achieved
• Collaborate with Product, Sales, and Operations teams to resolve technical issues efficiently and support new product launches
• Escalate unresolved or systemic issues while maintaining ownership of customer and retailer communication
• Analyse customer feedback and recurring issues to recommend improvements to products, support processes, and the customer journey
• Share localised 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 internal support documentation, FAQs, troubleshooting workflows, and user guides
• Contribute to the development of self-service resources and internal knowledge-sharing materials

Requirements:

• Diploma or certification in Electronics, Engineering, or a related technical field is an advantage
• 2-3 years’ experience in technical support or customer service (ideally in consumer electronics, appliances, or outdoor products)
• Strong technical troubleshooting and problem-solving abilities
• Excellent verbal and written communication skills
• Customer-centric, with the ability to build and maintain strong customer and retailer relationships
• Possess a valid driver's license (for onsite support visits)
• Proficient in Japanese

Preferred Requirements:

• Experience supporting BBQ grills or cooking appliances
• Familiarity with customer support platforms (Salesforce, Accordia)
• Passion for BBQ and outdoor cooking
• Proficient in English

About the Company:

A globally recognised manufacturer specialising in premium outdoor cooking products and lifestyle solutions. The company is committed to delivering high-quality products while building strong partnerships with customers across international markets.

Keywords:

サポート, 消費財, 製造業者, 技術, エンジニアリング, 外資系

Job Ref: U5WF21