[GS] Customer Service Support (Japanese + English)

Company Description The Bosch Group is a leading global supplier of technology and services. It employs roughly 394,500 associates worldwide (as of December 31, 2020). According to preliminary figures, the company generated sales of 71.6 billion euros in 2020. Its operations are divided into four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. The Bosch Group comprises Robert Bosch GmbH and its roughly 440 subsidiaries and regional companies in some 60 countries. If its sales and service partners are included, then Bosch is represented in roughly 126 locations. This worldwide development, manufacturing, and sales network is the foundation for further growth. BGSV – Bosch Global Software Technologies Company Limited (Previous name: RBVH - Robert Bosch Engineering and Business Solutions Vietnam Company Limited) is 100% owned subsidiary of Robert Bosch GmbH. BGSV has started its operations from 19th October, 2010 at E-Town2 in HCMC. This engineering development center will be engaged in developing embedded systems and software, mechanical design and simulation, and will provide IT (SAP Consulting, JAVA Development….) and Business Services (Finance and accounting, Economics, Purchasing, Logistics, Translations Japanese-English-Japanese, Information Security ) solutions to the Bosch group of companies globally. Job Description • Serve as the first point of contact for internal customers and suppliers, providing support in Japanese and English through ticketing tools, email, and phone channels. • Handle inquiries and requests related to indirect procurement processes, including Purchase Requisitions (PR), Purchase Orders (PO), supplier management, goods receipt, invoice-related queries, catalog purchasing, and procurement system navigation. • Analyze customer requests, identify root causes, and provide accurate guidance in accordance with established procurement policies, procedures, and service work instructions. • Resolve requests within agreed service levels and escalate complex issues to the appropriate support teams or stakeholders when required. • Monitor and follow up on open tickets to ensure timely resolution and maintain proactive communication with customers throughout the request lifecycle. • Maintain accurate documentation of all customer interactions, actions taken, and resolutions within the ticketing system. • Contribute to knowledge management activities by identifying process gaps, updating work instructions, and creating knowledge articles to improve service efficiency and consistency. • Collaborate with procurement teams, business users, suppliers, and other support functions across regions to ensure seamless service delivery. • Support service transitions, process migrations, testing activities, and implementation of new procurement services or process enhancements as assigned. • Participate in cross-training activities and provide backup support for other countries, languages, or procurement services when business needs require. • Meet or exceed individual and team performance targets, including productivity, quality, customer satisfaction, response time, and resolution time metrics. • Continuously identify opportunities to improve processes, reduce recurring issues, enhance operational efficiency, and deliver an excellent customer experience. Qualifications • Bachelor degree in related major • Strong customer service mindset with excellent communication and stakeholder management skills. • Ability to work effectively in a fast-paced, multicultural, and service-oriented environment. • Strong problem-solving and analytical skills. • Experience with procurement processes, ERP systems (e.g. SAP), and ticketing tools (e.g. ServiceNow) is an advantage. • Proficiency in Japanese and English, both written and spoken. Additional Information WHY BOSCH? Because we don't just follow trends, we create them. Because together we turn ideas into reality, working every day to make the world of tomorrow a better place. Do you have high standards when it comes to your job? So do we. At Bosch, you will discover more than just work. • Working in one of the Best Places to Work in Vietnam and Top 30 of the Most Innovative Companies all over the world • Join a dynamic and fast growing global company (English-speaking environment) • 13th-month salary bonus + attractive performance bonus (you'll love it!) + annual performance appraisal • 100% monthly salary and mandatory social insurances in 2-month probation • Onsite opportunities: short-term and long-term assignments • 15++ days of annual leave + 1 day of birthday leave • Premium health insurance for employee and 02 family members • Flexible working time • Lunch and parking allowance • Various training on hot-trend technologies/ foreign language (English/Chinese/Japanese) and soft-skills • Fitness & sport activities: football, badminton, yoga, Aerobic • Free in-house entertainment facilities and snack • Join in various team building, company trip, year-end party, tech talks and a lot of charity events