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About the Role

Serve as the primary point of contact for customers in the Asia Pacific region, addressing inquiries and resolving basic technical issues to ensure an exceptional customer service experience. This role is crucial for initiating the support process and guaranteeing customer satisfaction.

Responsibilities

• Respond to customer inquiries via telephone or email.
• Troubleshoot basic technical issues related to products and services.
• Record and document customer interactions and technical issues.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.
• Provide feedback to improve support documentation and processes.

Requirements

• 3+ years of experience in a customer service or tech support role.
• Ability to communicate effectively with customers to understand their technical issues.
• Skills to identify and resolve basic technical problems.
• Ability to accurately record and maintain details of customer interactions.
• Familiarity with the company's products and basic functions.
• Efficient in managing time to handle multiple customer inquiries.
• Proficiency in using customer support software and tools.
• Understanding when and how to escalate issues.
• Ability to follow up with customers to ensure problem resolution.
• Japanese language proficiency is highly preferred (spoken and written).

Skills

• Customer Communication
• Basic Troubleshooting
• Documentation
• Product Knowledge
• Time Management
• Basic Technical Tools
• Problem Escalation
• Customer Follow-Up

Location

• Macquarie Park, Sydney

Work Type

• Full-time
• Permanent
• Hybrid

Experience Level

• 3+ years

Benefits

• Flexible Working Arrangement – Work from Anywhere and hybrid working
• Learning and Development opportunities
• Access to health and wellness programs
• Parental leave benefits that exceed legislative requirements

About the Company

• Wolters Kluwer reported 2025 annual revenues of €6.1 billion.
• The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide.
• The company is headquartered in Alphen aan den Rijn, the Netherlands.
• We are innovators with impact, providing expert software and information solutions that the world’s leading professionals rely on.
• We help to advance sustainability, health, justice, prosperity, and commerce around the world.
• Diversity is core to our collective strength and high performance.
• We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most.
• Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.
• We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology.
• Nearly 70% of our digital revenues come from AI-powered solutions.
• We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms.
• With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services.
• We cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences.
• Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
• Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being.
• Wolters Kluwer has a dedicated team of experienced talent acquisition professionals.

Equal Opportunity

• We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.
• All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.