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Job Description
Description Overview:
We are looking for a bilingual L1 support Service Desk Lead for our Japan based service desk. It’s a Global service model. As our client wants to consolidate a fragmented L1 Service Desk landscape under single provider, Capgemini plans to bring a competent and consistent global user experience, create a single point of contact, and unlock efficiencies through scale and automation. Significant step to standardizing and improving service levels in our support ecosystem and gaining central visibility on L1 issues, while freeing up our L2+ support teams to focus on more complex topics.
Job Description:
The L1 support agents/leads must have basic IT skills along with strong communication (verbal & oral) skills, at Native level Japanese and business level English. Selected Agents will be tailored to client expectations, environment, processes, IT and business knowledge, after the onboarding mandatory training.
Shift Lead need to handle all users' issues and service requests based on the guidance within agreed SLA. Able to answer all contacts efficiently in a professional and courteous manner in the requested languages. Agents able to provide on call support for the Japan based customer, end-users. The global model will leverage Capgemini’s chatbot as 1st line of interaction for all users, with Capgemini's L1 agents providing interaction (via hubs in Poland, China & Japan).
Service Window: (8X5 Shift) Shift on Weekends & National Holidays with Compensatory off.
Weekdays: 7:00 ~ 22:00 JST (9 hours shift, including 1 hour break)
Weekends: 8:30 ~ 22:00 JST
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.
Make it real | www.capgemini.com
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