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Updated 2023-12-15
Activated 2023-12-15

[Working in Osaka] English/Help desk/service desk operation [Enriched work-life balance]
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  • Recruiter
  • Staff Level
  • No Industry Experience Required
  • Women Welcome
  • More Than 120 Days off per Year
  • Five Days Workweek
  • Business Expansion
  • English Language Skills
  • Major Company
  • Urgent Hiring
  • Experience Welcome
  • Visa Support Available
This posting is managed by: Global Leaf Co., Ltd.
Company Name Company is not publicly visible
Job Type
Global Leaf Co., Ltd.
Customer Service - Customer Support
Customer Service - Call Centre Manager/SV
IT (Other) - IT Help Desk
Industry Outsourcing
Location Asia Japan Osaka Osaka

Job Description [Business overview]
We are looking for a person in charge of project management (project leader candidate position).
■Project work under the service level agreed with the customer
■Incident management
■Business process improvement, analysis, and proposals
■Trouble handling/solving various issues, etc.
*Since the customer is a foreign company, English support is required.

[Project work]
《Service desk compatible》
■IT devices such as PCs, smartphones, and tablets, and standard application support
■Responding to inquiries regarding business systems (SAP/ERP, etc.)
■Service request response/incident management
■Proactive inquiry suppression using FAQs and business manuals
《IT equipment operation support》
■Kitting
■Master image management
■Operational support (procurement support/PC deployment plan formulation/master verification support, etc.)
■IT asset management

[Department]
Department: PrimeDesk business (Osaka) (Full-time employees: 147 people, Contract employees: 225 people)
Promoting the PrimeDesk business, which supports "optimal support from the user's perspective" and "optimization of IT operations" in corporate IT. We provide a wide range of IT-related services to corporate IT users, from training on the introduction of various systems and IT equipment to service desks.

[Work-life balance]
■In order to lead the way in working in the BPO industry, we are not only working overtime, but also managing paid leave acquisition and enhancing various welfare benefits.
Average overtime time: 18 hours 47 minutes (*)
Paid leave acquisition rate: 76.4% (*)
*In addition to full-time employees, this also includes the performance of contract employees on a monthly salary system.
■We have put in place various systems that allow us to aim to be a company where employees can progress in their careers fairly, regardless of gender, while balancing life and work.
・Shorter working hours for childcare
・Spouse's maternity leave
・Childcare leave
・Child training leave
・Child nursing leave
・Prenatal/postnatal leave
Company Info [Company characteristics]
BPO (Business Process Outsourcing) refers to a company outsourcing some of its operations to an outside company in order to increase its competitiveness. Our company has provided solutions to many companies by leveraging the wealth of knowledge we have accumulated through our BPO services and streamlining business operations by making full use of IT. We do not simply perform tasks on behalf of clients upon request, but instead analyze the business process itself and propose the optimal flow. By reconsidering the entire business, we can improve efficiency, reduce costs, and improve service quality. We face our clients' issues and bring about innovation in business processes. That is our serviceware business.

[Service features]
Our business is a BtoBtoC business where B (our company) connects B (clients) and C (customers). Our contact center supports smoother communication between clients and customers. Contact centers are a valuable point of contact for clients. Now that the Internet has become widespread, communication tools such as the Web and SNS have become more diverse. We are working to meet all of our customers' needs by utilizing them in multiple ways.
Specifically, we contribute to improving customer satisfaction by analyzing collected customer feedback, understanding customer needs in detail, and utilizing this information in response. In addition, in order to continue to evolve the services we provide to our clients, we have created a cycle of Plan → Do (Execution) → Check (Evaluation) → Act (Improvement). By constantly checking and reviewing contact center response quality and customer satisfaction, we will create even more advanced BPO services.
Working Hours 9:00-18:00
*Depends on assigned project.
Job
Requirements
[Required skills/experience]
■Those who meet any of the following experience and skills
① Some kind of IT support or service desk work experience
(Support work for internal users. Any area such as IT device support or business system support. Enterprise call center is also possible)
②TOEIC score of 600 points or higher in business English (daily conversation/reading)
★We have a track record of people joining our company with no industry or job experience.

[Welcome skills/experience]
■Experience in proactively promoting business operations and business improvements in a specific project or team and achieving results.
■Experience in smooth business operations through customer negotiations and communication with members.
■Work experience in the information system department of a business company
■ITIL related (ITIL Foundation/ITIL intermediate, etc.)
■IT Service Manager
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Fluent(JLPT Level 1 or N1)
Salary JPY - Japanese Yen JPY 4000K - JPY 6500K   
Other Salary
Description
[Salary]
Estimated annual income: 4 million yen to 6.3 million yen
Monthly salary: 240,000 yen to 360,000 yen
*Estimated annual income = basic salary + bonus + overtime pay (in units of 1 minute)
*Annual income is estimated based on 20 hours of overtime/month.
*Bonus: Paid twice a year (according to the estimated annual income table, evaluation, and company performance)
*Overtime will be paid in 1-minute increments.
Holidays ■Complete 2-day work week (Saturdays, Sundays, and holidays)
■Paid holidays Paid holidays: 20 days (granted on April 1st. Only the amount for the current year can be carried over to the next year. If you join the company in the middle of the year, it will be granted according to the month you joined the company.
■Special leave (16 types in total. Educational leave, consecutive holidays support leave, memorial leave, etc.)
*122 days off per year
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