Customer Service Center #
On Thursday morning, we visited the ITsComm customer service & call centre. This was the place responsible for triaging and resolving all support calls for that specific region of Tokyo. They are responsible for support queries related to all ITsComm services & other Tokyu branches, including Tokyu rail, security, and others.
This was a great experience as most call centre work in Australia gets farmed off shore, so it’s not super common to see. It was interesting to walk around the office and see how all the teams were structured. Each team had a rectangle of cubicles, with the supervisor sat at the head of the rectangle. I think that this is a pretty traditional way of structuring an office layout, and would be uncommon to see in Australia or other western countries.
It was also interesting to see that there were only Japanese workers in the office. Australia is such a multicultural place that if you visit a company, odds are pretty high that someone there would not be Australian.
We spent the afternoon preparing of an English community event run by the ItsCommunication service centre. The event is designed to encourage local collaboration and give English speaking customers a chance to come and practice their language skills. While we were at the media centre on Tuesday, they shared with us that community engagement is one of the core values of the company, and extremely important to the management & executive team.
ITsComm English Event #
On Friday, we helped run the ITsComm community event. This maybe wasn’t something I was super excited about, but I managed to change my mind set to get the most out of the experience. We were tasked with welcoming & talking to members of the community as they entered the hall. The people visiting were mostly more senior people, likely due to the fact that it was being run on a Friday.
I used this opportunity to get insights into their careers and learn about their experiences of working for a Japanese company and also asking for advice on working in Japan. I also asked about their experiences travelling abroad. A surprising number of people had been to Australia multiple times, and it was great to hear that they all had positive experiences in the country!
No photos from the last couple of days, but here’s some from the weekend.
