External Help Desk Receptionist (Phone-Based)
しゃがいヘルプデスクうけつけばかり（でんわによるもの）
Industry & Occupation
Classification
- Major : Clerical Occupations
- Middle : Telephone and Internet Customer Service Occupations
- Minor : Call Center Operators
Summary
Job involving primary reception of inquiries from external users via phone and escalation to specialized departments as needed.
Description
External Help Desk Receptionist (Phone-Based) is a specialist who handles inquiries from external users of companies or service providers via phone. They listen to the inquiry content, provide initial responses, resolve issues on the spot using manuals or FAQs when possible, and appropriately escalate cases requiring advanced technical support or specialized departments.
The job involves using ticket management systems or CRM to accurately record inquiry details and track response status. It often includes handling complaints and various scenarios, requiring polite communication along scripts and high stress tolerance. Shift work and responses to busy periods are necessary, emphasizing team collaboration to maintain service levels.
Future Outlook
While AI chatbots and automated responses are advancing, human responses remain essential for complex inquiries and emotional handling. Remote work expansion and multi-channel response skills will become increasingly important.
Personality Traits
Has a bright and clear way of speaking / Patient / Polite and courteous / Stress tolerant / Team-oriented
Work Style
On-Site Work / Outsourced BPO / Remote / Shift
Career Path
Junior Help Desk Operator → Senior Help Desk Operator → Team Leader → Supervisor → Manager
Required Skills
Communication Skills (Japanese) / Listening Skills / PC Basic Operations (CRM System) / Phone Response Skills / Typing
Recommended Skills
CRM (Salesforce, etc.) / Communication Skills (English Phone Handling) / System Management (FAQ) / Technical Document Reading
Aptitudes (Strengths Preferred)
| Item | Description |
|---|---|
| Adaptability | Because diverse responses are required for complaints, product/service updates, etc. |
| Attention to Detail & Accuracy | Because it is necessary to accurately record inquiry content and prevent mistakes. |
| Communication Skills | Because accurate and polite responses are required. |
| Stress Tolerance | Because complaint handling and pressure during busy times are high. |
Aptitudes (Weaknesses Acceptable)
| Item | Description |
|---|---|
| Creativity & Ideation | Mainly routine responses, so creativity is not highly required. |
| Numerical & Quantitative Analysis | Because advanced mathematical analysis is not required. |
| Physical Stamina & Endurance | Mainly sedentary work with little physical labor such as handling heavy luggage. |
Related Qualifications
- Communication Certification
- IT Passport
- Service Manners Certification
Aliases
- Call Center Operator
- Help Desk Operator
- Phone Support Operator
- Technical Support Operator
Related Jobs
- Call Center Supervisor
- Customer Support
- Internal Help Desk Receptionist
- Technical Support Engineer