Customer Service Representative

Description

Hitachi Honolulu JV (HHJV) is looking for an enthusiastic, self-motivated Customer Service
Information Representative to work on our Honolulu Rail Project. Customer service experience is the feeling associated with a company's ability to provide positive experiences to its customers. Services range from one-on-one interactions where a support agent resolves a customer issue, to exchanges with the brand on a more public scale.

As a successful candidate, your ​​experience working with Client Management Systems (CMS), creative problem-solving skills, excellent interpersonal communication, and a positive attitude is required

The position is based in Pearl City, HI.

Customer Service Job Expectations

• Undertake customer service activities under the direction of the Customer Service Information Manager (CSIM).
• Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low-complexity inquiries.
• Review Customer Service documents as needed, ensuring internal procedures are aligned with daily practices. Additionally, suggest areas for improvement when needed.
• Knowledge of CRM applications 
  o    Assist in defining and recording internal and external passenger KPIs to develop customer service improvement plans.
  o    Daily follow-ups on open action items
  o    Become closely acquainted with the back-end of the CRM application. Exhibit proficiency in the software via workflow understanding.
• Ensure effective collection of customer feedback in accordance with the relevant Work Instructions.
• Work with internal HRH Departments to promptly prepare and respond to customer feedback.
• Manage incoming calls and feedback submissions, prioritizing according to urgency and sequence.
• Under the direction of the CSIM, work with O&M and the client:
  o    Conduct target passenger surveys. Based on feedback and survey data, assist in developing and improving customer service and delivery strategies by recommending process improvements.
  o    Assist in the development of knowledge-based reference guides, FAQs, and how-to guides to address feedback and direct troubleshooting.

• Desired Skills/ Knowledge

• Strong interpersonal skills, independence, and ability to manage priorities;
• Skilled in interacting with community complaints
• Excellent communication skills and a strong, self-motivated, work ethic
  Required Skills/ Knowledge:
• Ability to meet deadlines and work under pressure
• Excellent organizational and time management skills and the ability to work on multiple demands simultaneously.
• A degree in communications, business administration, or a related field.
• Minimum five (5) years of experience in B2C customer service

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to [email protected]

Queries other than accommodation requests will not be responded to.