Job Summary
Serve as a subject matter expert on map related services for a multinational organization providing high quality support in both Japanese and English while working from office during day shifts. Utilize native level Japanese and strong English communication skills to resolve complex customer issues enhance map data usability and contribute to seamless user experiences. Collaborate with cross functional teams to improve service reliability and drive customer satisfaction without travel requir
Responsibilities
- Deliver precise and empathetic customer support for map related inquiries using native level Japanese and strong English skills to ensure clear understanding and quick resolution of complex issues.
- Handle incoming map service requests during day shifts from office by analyzing user concerns verifying data accuracy and providing actionable guidance that improves navigation and location based experiences.
- Investigate data discrepancies in maps by reviewing user reports performing detailed checks against internal sources and documenting findings to enhance data quality and overall service reliability.
- Collaborate with product and operations teams by sharing customer insights gathered from Japanese and English interactions to support continuous improvement of map features and usability.
- Provide well structured explanations of map functionalities in both languages by simplifying technical terms and offering practical examples that empower customers to use services more effectively.
- Maintain accurate and comprehensive records of customer interactions by documenting each case in the support system to enable traceability trend analysis and process optimization.
- Coordinate with internal stakeholders by escalating complex or high impact map issues with clear bilingual summaries that support rapid decision making and timely customer communication.
- Monitor recurring customer problems related to map usage by identifying patterns across cases and proposing service enhancements that reduce future issues and improve satisfaction.
- Develop and update support reference materials in Japanese and English by creating clear guidelines response templates and FAQs that help streamline handling of common map queries.
- Contribute to training and knowledge sharing activities by mentoring peers on effective bilingual communication practices and map support procedures that raise team performance.
- Apply cultural and linguistic awareness in all Japanese and English interactions by adapting communication style to various user profiles and promoting an inclusive and respectful support environment.
- Assist in testing new map features before release by performing scenario based checks documenting user perspective feedback and supporting stable launches that meet customer expectations.
Qualifications
- Possess four to six years of professional experience in map services or related support functions with proven ability to manage complex inquiries in a structured and efficient manner.
- Demonstrate native level proficiency in Japanese with strong reading writing and speaking capabilities complemented by confident English communication skills for global collaboration.
- Show practical experience in customer support environments where timely resolution clear documentation and high service quality were essential to meeting organizational goals.
- Exhibit strong analytical and problem solving skills applied to map data validation issue reproduction and root cause identification that directly improve the accuracy of location information.
- Display solid interpersonal and communication abilities that enable effective engagement with diverse customers and internal teams while maintaining a professional and inclusive approach.
- Utilize office based work discipline and time management capability to handle day shift workloads prioritize tasks and consistently achieve service level commitments.
Certifications Required
Japanese Language Proficiency Test N1 or equivalent English proficiency certification such as TOEIC or IELTS appreciated.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
