Tokyo Salesforce

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life.

The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.


Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.

※本職種は障害者手帳をお持ちの方を対象としています。

<このポジションについて>

テクニカルサポート オペレーションアシスタントは、お客様が抱える問題を解決するためのサポートを行う仕事です。お客様からの問い合わせを整理し、適切な担当者につなぐことが主な役割です。主な職務には、お客様からのEメールやその他のフィードバックの確認と対応、およびサポートチームへのデータ提供が含まれます。また、お客様との電話のスケジュール調整や、サポートチームに関連する事務処理も担当します。

<主な職務内容>


お客様からの問い合わせ整理:
メールや電話で届くお客様からの問い合わせ(ケース)を確認し、契約情報などを確認しながら、スムーズに解決できるよう情報を整理する

ケース内容に応じて、適切な社内チームへ連携や転送を行う
ケースについて、Eメールまたは電話でお客様へフォローアップ(ご契約のサポートプログラム、およびサポート方針に基づいて、適切に優先度レベルを調整し、ご契約情報の確認を行う適切な優先度レベルの調整やご契約情報の確認)を行う
ファイル転送サイトなどを活用して、お客様から提供された添付ファイルを各ケースに配置
テクニカルサポートサービス全般に関するお客様からのお問い合わせ(ケースの登録方法、サービスレベル、添付ファイルの送信方法、お問い合わせケースの状況など)へのフォローアップを行う。
ケースの順番のモニタリング、および優先度に応じたエンジニアへの適切な振り分けのサポート
24時間365日対応のご契約に関するお問い合わせについて、必要に応じて海外のチームへ引き継ぎを行う(日本の営業時間内での引き継ぎ対応)
その他、サポートチームに関連する事務作業全般
その他、割り当てられた職務

<その他の職務>


人材の紹介:
Salesforceは「会社を築き上げる人材」を採用しています。従業員は、Salesforceを世界最高の企業のひとつとして築き続けるために、常に優秀な人材を見つけ、採用に貢献することが期待されます。

<必須の知識・スキル要件>

業務PC(WindowsまたはMac)の基本的なセットアップ、操作、および活用
Microsoft Word/Excel/PowerPointの操作に精通していること。

IT用語の基礎知識(例:
OS、ハードウェア、ソフトウェア、クラウド、アップグレード、パフォーマンス、認証、MFA、BI、データベースなど)

優れた口頭および書面でのコミュニケーション能力

英語力:
口頭やメールなどでの英語を使ったビジネスコミュニケーション経験1年以上 (ビジネス基礎レベル、TOEIC目安スコア:650-700点相当)

ネイティブレベルの日本語能力(非母国語の場合、日本語能力試験JLPT N1必須)
複数の業務を変化がある中でも正確かつタイムリーに詳細を処理するマルチタスク能力
細部にまで気を配ることができる能力
チームワークを大切にし、チームメンバーと信頼関係を築きながら協働できる
問題解決能力
創造的で知的好奇心が旺盛であること

<歓迎される要件>

Salesforce等のCRM製品の利用経験
Slack等のメッセージングツールの活用経験
カスタマーサービスやコールセンターなどで、日本語でのお客様対応経験OAスキル

<勤務条件>

弊社のオフィス、もしくは在宅での勤務となります。

電話やコンピューターを通じて情報をやり取りできる必要があります。

勤務時間中に業務を遂行できる必要があり、異なる時間帯や、場合によっては時間外の勤務を求められる場合があります。

選考にあたって合理的配慮が必要な方はこちらのEmailアドレス宛にお知らせください。

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life.

Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best.

Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

Accommodations


If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all.

And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination.


Know your rights:
workplace discrimination is illegal.

Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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