SME-Maps

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.