Customer Support Specialist Japan (d/f/m)

Department: Commerce
Office: Ableton KK / Japan
Schedule: Full-time

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Your mission

Ableton's Asia Pacific team, based in Tokyo, is looking to expand on its ability to provide end customers in Japan with first-class support. In joining our small and diverse regional team, your job will be to ensure that Ableton maintains its reputation for attentive, friendly and flexible customer service.

Your responsibilities

  • You answer end-customer inquiries via phone, chat, and email
  • You provide customer service by helping end-customers with sales, orders, and account & licensing queries
  • You provide occasional first-level technical support, helping customers with usability issues, setting up our products and other tasks
  • You connect with our user base on social channels
  • You distribute customer and retailer feedback to Ableton teams and project managers
  • You collaborate with fellow support colleagues and other Ableton teams to define the best customer experience

Your profile

  • You have 2-3 years of experience offering customer service via phone and email
  • You have a great service mentality and ability to think from a customer's perspective
  • You are solution-oriented and able to solve problems on your own
  • You are a team player with an independent and proactive work style
  • You are fluent in written and spoken Japanese and bring professional-grade English skills
  • You can offer additional Asian language skills (e.g. Chinese, Korean, etc.) - it's a plus, not a must

Skills and knowledge

  • Basic knowledge of Ableton Live & Push
  • Strong verbal and written command of Japanese and English
  • A deep understanding of customer needs
  • Ability to work efficiently during periods of high demand
  • Team Player with the ability to solve problems
  • Strong organization and time management
  • Experience in working with common Support IT infrastructure solutions

Your personal strengths

  • You are enthusiastic and diligent
  • You are patient and focused
  • You are helpful and communicative
  • You take the initiative and responsibility for tasks
  • You ask questions, give feedback and are a good listener

Your application

We promote a healthy work-life balance and offer a range of benefits, including work from home, flexible working hours, growth opportunities, and training (in-house and external). In addition, you will benefit from working in an international environment and using agile workflows.

If you like the sound of this role, please apply with the following documents and information:

  • CV/resume (without a picture)
  • Cover letter to describe your enthusiasm for this role, including your possible start date (optional)
  • Letter of reference if available
  • Location: where do you reside currently?  
  • How did you first learn about this job? (optional)
  • Please answer the following question: From a customer’s perspective, how would you describe Ableton's strengths and weaknesses in terms of its support offerings in Japan? (You can submit a separate document, or add it to your cover letter)

About Ableton

Here at Ableton, we come from a wide range of cultural and professional backgrounds. What connects us is the shared belief that each of us has the skills and knowledge to contribute to the future of music culture.

We’re dedicated to what we do, and equally so about improving who we are. We work hard to foster an environment in which people can develop both personally and professionally. We believe that teams work best when they include a range of skills and experiences. That’s why we’re committed to becoming a truly inclusive workplace, providing equal opportunity in both our recruitment process and in the subsequent growth of an employee. Working here, you’ll have the opportunity to engage in mentoring, soft skills training and coaching. We care deeply about the balance between work and life, and support this with benefits surrounding health and fitness, mobility, working hour flexibility, the provision of ergonomic work equipment, as well as inspiration and tools for music-makers.

With us, you’ll work in a relaxed but dynamic environment, surrounded by people who love music and technology. You’ll be creatively challenged, encouraged to learn, and you’ll become part of an expanding, international company.

Apply for this position

Thank you for your interest in working with Ableton. Please fill out the form below.

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