← Bosch Global Software Technologies Company Limited
Customer Service Support (Japanese + English)
Bosch Global Software Technologies Company Limited · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Staff
Industry
Customer Service
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh
Overview
- Serve as the first point of contact for internal customers and suppliers, providing support in Japanese and English through ticketing tools, email, and phone channels.
- Handle inquiries and requests related to indirect procurement processes, including Purchase Requisitions (PR), Purchase Orders (PO), supplier management, goods receipt, invoice-related queries, catalog purchasing, and procurement system navigation.
- Analyze customer requests, identify root causes, and provide accurate guidance in accordance with established procurement policies, procedures, and service work instructions.
- Resolve requests within agreed service levels and escalate complex issues to the appropriate support teams or stakeholders when required.
- Monitor and follow up on open tickets to ensure timely resolution and maintain proactive communication with customers throughout the request lifecycle.
- Maintain accurate documentation of all customer interactions, actions taken, and resolutions within the ticketing system.
- Contribute to knowledge management activities by identifying process gaps, updating work instructions, and creating knowledge articles to improve service efficiency and consistency.
- Collaborate with procurement teams, business users, suppliers, and other support functions across regions to ensure seamless service delivery.
- Support service transitions, process migrations, testing activities, and implementation of new procurement services or process enhancements as assigned.
- Participate in cross-training activities and provide backup support for other countries, languages, or procurement services when business needs require.
- Meet or exceed individual and team performance targets, including productivity, quality, customer satisfaction, response time, and resolution time metrics.
- Continuously identify opportunities to improve processes, reduce recurring issues, enhance operational efficiency, and deliver an excellent customer experience.
Benefits
Training
Summary of facts from the official posting. View original ↗
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