Careers at Kajima

Kajima is a successful investment and development company with main offices in central London, and a wholly owned subsidiary of the Kajima Corporation of Japan. Active directly as an investor and developer across London and the UK, and through operating partnerships in the UK and Europe across multiple sectors, Kajima is a value-add business with a focus on quality rather than quantity, which seeks to actively improve and enhance shareholder returns.

We are looking for an enthusiastic customer-focused individual to join our expanding team in what is an exciting time for Kajima Community as we launch our new platform and continue to grow our client base.

Working as part of our existing client service team, you will be responsible for managing all customer-facing aspects of our software platform BookingsPlus. This includes onboarding new businesses, supporting customers with their enquiries and issues via our various support channels as well as writing and maintaining our user documentation. The day-to-day role commands that you are both reactive to customer requests and proactive to ensuring all objectives are matched, both of which will be measured by KPIs and client feedback data.

Your primary responsibilities will include:

• On-board new clients through the setup of new booking systems and websites, including liaising with the client to obtain photographs of their facilities for hire and uploading these to their new website
• Develop in-depth understanding of all software platforms and do thorough data analysis to resolve customer queries and support them
• Provide 1st line support for inbound client queries via email and telephone
• Troubleshoot issues and escalate technical issues to 2nd line support team, track and resolve customer requests
• Investigating and resolving customer complaints, then closing support tickets
• Escalating inquiries to the appropriate team when necessary
• Ensuring accurate and timely resolution of issues and updating the client regularly
• Create and maintain user documentation to ensure it remains accurate and relevant in accordance with software updates
• Pro-actively identify ways of improving our product through customer feedback, analysing how clients are using our software and offering advice on getting more out of the system
• Passing customer feedback onto the product or sales team to improve the organisation’s offerings
• Understand competitor offerings and the venue lettings market
• Provide online training to users who require assistance with specific functions of platform
• Maintaining a database of customer information
• Checking product or service availability
• Assisting customers with registration or account creation
• Any other support duties that arise

Your secondary responsibilities will include:

• Meeting with customers to create virtual tours and travel around the country to visit venues
• Operating the 360-degree camera technology to create virtual tours and take photographs
• Coordinating and scheduling visits with our team
• Looking after the camera technology, ensuring it is working and maintained

What we require from you:

• Experience of working within a SaaS customer service or software support role
  
• Technical / IT / Business related qualification
  
• A high level of IT literacy (Word, Excel, Outlook) and an ability to quickly learn inhouse systems
• A logical and organised approach to problem-solving, asking appropriate questions to facilitate the collection of required information.
• Fluent in English both verbally and written.
• Excellent communication, relationship building & customer care skills
• Passionate about delivering a quality service
• A friendly and positive outlook
• Must have the right to live and work in the UK
• Must have own mode of transport and a full driving license
• Previous experience within a helpdesk or software testing environment would be advantageous but not essential

Attitudes:

• Enthusiastic, self-motivated, and friendly
• Passionate about technology & systems
  
• Strive for improvement and to keep customers loyal & happy
  
• Attention to detail and methodical in your approach to documentation
• Excellent customer service skills and personable
• A keen interest in creativity, design, and aesthetics
• Be flexible enough to work irregular shift patterns
• A positive approach to problem-solving and closing tasks off
• Ability to be flexible
• A driven approach to progression

This role comes with great career prospects in a progressive and ambitious product-based company within the product service team. We offer competitive remuneration and an attractive package of benefits. This position is based in our Northampton office (hybrid-working).

Start date: ASAP

To apply for this role, please send a covering letter and a copy of your current CV via the Apply button.

Kajima aims to be an equal opportunity employer and is determined to ensure that no applicant or employee receives less favourable treatment on the grounds of sex, disability, religious belief, marital status, colour, race, age, or ethnic origins, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.