MONICA LAXAMANA

The core responsibilities for this role include:

Technical Support & Inbound Care: Managing incoming calls from Japanese-speaking customers to diagnose product issues and provide step-by-step troubleshooting guidance.

Professional Correspondence: Drafting and sending formal business emails (Keigo) for cases requiring ongoing communication or status updates.

Resolution Management: Overseeing the end-to-end process for hardware replacements and issuing discounts for defective devices according to company policy.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Escalated issues to proper supervisors when standard processes were not effective.
• Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.