My Job Is to Talk — With Customers and Machines

広報
Mar 30, 2023
4 min read

Updated: 4 days ago

Infrastructure Solution Department (K. I.)

Please tell us about your work.

I am currently stationed on-site at a major energy company, where I'm involved in a long-term project overseeing the entire lifecycle of their call center system and related infrastructure. This includes requirements definition, design, construction, operation, and system updates. It's a high-stakes job with a constant sense of responsibility, as we're handling mission-critical infrastructure that must never go down.

Can you describe your specific responsibilities?

My work spans a wide range of tasks from physical operations like expanding floor space, adding new phones, and installing or removing equipment, to updating hardware such as servers and switches. I also handle the implementation of related systems and software for tasks like security and system monitoring. On a larger scale, I contribute to the full upgrade of the entire call center infrastructure. Depending on the project, I may take on roles ranging from a hands-on technician to a Project Lead level position.

What kind of work have you been involved in until now?

Before joining THT, I gained experience in a variety of roles including field engineer where I maintained equipment at client sites, as well as position in sales, systems engineering, general affairs, and accounting. At one point, while as an engineer on a service development project, I realized that "I was more comfortable talking to machines than talking to people." That realization led me to join THT in 2016.

How did you feel after joining THT?

When I joined THT, I was really inspired by something CEO Suzuki said to me, "A call center contains all the essential elements of IT." That idea resonated with me. At the time, the company had only about 10 employees, so it was easy to see how the organization operated as a whole. Employee opinions were quickly reflected in decisions, and I had the opportunity to gain experience in a wide variety of areas.

THT brings together experts in various fields such as telephony, networking, and operations, creating an environment where it's easy to ask questions and seek advice. It's also reassuring to have access to online learning tools that allow you to study whatever you want, whenever you want.

How do you approach your work going forward?

Currently, in addition to my role as an engineer, I focus on proposing mid- to long-term risk mitigation and improvement strategies for specific clients. Having developed strong skills in "communicating with machines," my next challenge is to enhance how I communicate with clients, especially when it comes to clearly explaining and presenting my proposals. This is an area I'm currently studying and actively working to improve.

What do you mean by researching methods of expression?

Specifically, I'm studying how to accurately convey my thoughts, understanding, and intentions, ensuring there are no discrepancies in definitions or interpretations through written materials and documentation. As I've progressed in my career, I find that people are less likely to point out areas for improvement, so I make a conscious effort to stay self-aware and regularly seek feedback from my supervisors and colleagues.

In addition to written communication, I also review recordings of discussions and meetings to reflect on my own speech and communication style, identifying areas where I can improve.

Is there anything you pay particular attention to?

Since I work closely with the client's on-site staff as part of a joint team, I place great importance on maintaining open communication and building a friendly, collaborative relationship.

Because I represent the client company when dealing with their customers and business partners (such as vendors), there are times when I need to manage complex and sensitive coordination tasks.

I also often serve as a liaison between various stakeholders, so I operate under the mindset that "the longer I hold onto a task, the greater the delay." I aim to keep my response time as close to zero as possible.

While I make sure to have my own opinions, I avoid being overly attached to them. I try to stay open to new ideas and different perspectives, and always respect others' input to foster a cooperative working environment.

Finally, please share a message for those reading this!

Our mission is to create new business value through the use of cloud services and digital technologies. To do that, I believe it is essential to continually strengthen our ability to propose ideas, communicate clearly, and express ourselves effectively. Staying up to date with the latest technologies and actively exploring new business areas is also key.

Of course, mastering the latest technology and understanding industry trends is vital for solving client issues. But just as important is the ability to communicate those ideas smoothly and build trust with clients through strong communication and presentation skills.

If this sounds a bit daunting, don't worry when I joined THT, I had zero experience in call centers or even in phone-related work. Everything I know, I've learned on the job. THT is a place where anyone can grow, no matter their starting point.

Mr. I' s dedication to continuous learning was truly inspiring.

Thank you very much!