Customer Service Specialist - SaaS Software

Role Overview

Join our Asia Pacific regional team as a Customer Service Specialist, serving as the primary contact for customers across the region. You will handle customer inquiries and troubleshoot basic technical issues related to our SaaS software products, ensuring outstanding customer experiences from the very beginning.

Key Responsibilities

• Address customer queries via phone and email promptly and professionally.
• Diagnose and resolve fundamental technical problems related to our offerings.
• Accurately document customer interactions and technical challenges encountered.
• Convey clear, step-by-step guidance to customers for issue resolution.
• Escalate complex cases to more senior specialists or relevant departments when necessary.
• Keep abreast of product updates and basic troubleshooting procedures.
• Conduct follow-ups with customers to confirm issue resolution satisfaction.
• Engage in training sessions aimed at sharpening technical support abilities.
• Provide constructive feedback to enhance support documentation and workflows.

Candidate Profile

• A minimum of three years’ experience in customer, technical, or client-facing support roles.
• Preferably experienced with SaaS platforms, subscription services, digital libraries, academic library users, or online reference tools.
• Strong communication skills to understand and explain technical issues effectively.
• Competent at identifying and solving basic technical challenges.
• Detail-oriented in documenting all customer interactions accurately.
• Sound knowledge of the company’s products and their basic functionalities.
• Good time management skills to efficiently handle multiple customer requests.
• Proficient with customer service software and support tools.
• Understanding of when to escalate issues appropriately.
• Capability to follow up persistently until resolution is achieved.
• Japanese language skills, both verbal and written, are preferred.

Employee Benefits

• Flexible work options including hybrid arrangements and remote work opportunities to support work-life balance.
• Access to professional learning and development programs.
• Participation in health and wellness initiatives.
• Enhanced parental leave benefits surpassing standard legal requirements.
• Work within a worldwide, well-established company led by experienced professionals.

About Wolters Kluwer

Wolters Kluwer is a global entity with 2025 revenues of €6.1 billion, operating in more than 40 countries with over 21,100 employees. The company provides services to customers in over 180 countries from its headquarters in Alphen aan den Rijn, the Netherlands.

Recruitment Integrity

We are committed to a fair and authentic hiring procedure. Candidates are expected to participate without using AI assistance or external help. Virtual backgrounds must be disabled, and some interviews will require in-person attendance at our offices. Any use of AI or third-party aid during interviews will result in disqualification.