Customer Service (IT)

You will join our Customer Service team, acting as the first point of contact for our clients and ensuring the highest level of service quality. Your role is crucial in supporting Amaris’ business operations by resolving customer enquiries, managing ticket lifecycles, and contributing to continuous improvement.

Your missions:

• Respond to customers’ enquiries regarding information, product functionality, and fault calls, resolving as many queries as possible on the first interaction.
• Act as the front-line owner for tickets from users, following up during their lifecycle and serving as the single point of contact for escalations.
• Analyze user issues, collect detailed information, and log/classify all calls and requests in the customer relationship management system.
• Maintain ownership of tickets until resolution, verifying that solutions effectively address users' problems, updating tickets with activity logs, and closing tickets with clear resolution notes.
• Manage the resolution process for customer requests related to data and applications, providing 1st level support and troubleshooting.
• Communicate with customers via email and/or telephone in accordance with agreed Service Level Agreements (SLAs).
• Identify and escalate issues affecting multiple customers or those requiring timely resolution to team leaders or relevant support groups.
• Recognize and escalate recurring problems, inefficient processes, or outdated procedures.
• Accept additional projects or responsibilities to enhance team performance.
• Instruct customers on product functionality and usage.
• Proactively contribute to the Client team’s objectives and overall goals.

• Bachelor’s degree or college diploma in Business, Communication, Languages, or a related field. Equivalent experience in customer service accepted for junior roles.
• 1–3 years of experience in customer service, call center, or client support roles (phone and email), preferably in a B2B environment.
• Excellent verbal and written communication skills; able to explain information clearly and simply to customers.
• Fluent in Japanese (spoken and written). Additional languages are a plus.
• Professional telephone and email etiquette, with structured, polite, and solution-oriented responses.
• Strong customer-oriented mindset, committed to resolving issues and ensuring customer satisfaction.
• Experience handling customer enquiries about information, product/service functionality, and issues/faults.
• Experience managing ticket lifecycles: opening, updating, following up, and closing with clear resolution notes.
• Familiarity with following SLAs for response and resolution times.
• Ability to gather and analyze information from customers to understand their issues and verify that proposed solutions resolve the problem.
• Experience using CRM or ticketing systems to log, classify, and track customer requests, maintaining accurate records.
• Ability to identify and escalate issues affecting multiple customers or requiring higher-level support.
• Analytical and critical thinking skills, with the ability to recognize patterns and suggest workflow improvements.
• Strong sense of responsibility and ownership, with attention to detail in documentation and communication.
• Effective time management and prioritization skills, able to handle multiple enquiries while respecting SLAs.
• Team player, willing to support colleagues and take on additional tasks to improve team performance.
• Resilience and stress tolerance, able to work in a high-volume, fast-paced environment.
• Adaptability to changing procedures, tools, and client expectations.
• Experience in consulting, professional services, or B2B environments is a plus.
• Experience working with international customers and multicultural teams is a plus.
• Background in training or onboarding customers on products/services is a plus.

• An international community bringing together 110+ different nationalities
• An environment where trust has a central place: 70% of our key leaders started their careers at the first level of responsibilities
• A robust training system with our internal Academy and 250+ available modules
• A vibrant workplace that frequently gathers for internal events (afterworks, team buildings, etc.)
• At Amaris, sustainability is part of everything we do. You’ll have the opportunity to turn your ideas into action and make a tangible impact. Every day, our teams bring our ESG commitments to life, from reducing our footprint to driving positive change within our communities. Through our WeCare Together program, you’ll be empowered to design and lead projects that create real social or environmental impact, with the company’s full support.

Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1,000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.

We look forward to meeting you!