Contact Centre Agent (Japanese Speaker)

Main Purpose of Job

•The main purpose of a Senior Officer (Japanese Team) is to supervise on the daily Call Centre operations performance for Japanese customer.

•To lead the Japanese speaking staff and operations into achieving a higher standard in accordance to the company vision, mission and direction.

•To create a more appropriate operations flow and a good reputation between the internal and external departments.

Principle responsibilities & duties

•Directly report to Unit Head of Customer Support for Japanese Team Operations.

•Ensure the operations for Japanese team is in compliance with internal policy and guideline as well as BNM requirements.

•Ensure staff under Japanese Team meets individual KRA and contribute to the department's overall KRA.

•Manage, review and take corrective action as per PDCA (Plan, Do, Check, Action) cycle with respect to the performance and operation of Japanese Team.

•Train and supervise subordinate or junior Japanese speaking staff in multitasking operations.

•To report on Japanese Team's operations performance in daily, weekly and monthly basis.

•Identify operation constraint & possible action plan.

•Feedback to management about complaint, request to enhance service, procedure, products and system.

Minimum job requirement (education & experience)

•Well verse in Japanese and English.

•Diploma or Bachelor's Degree in any related discipline.

•3-5 years direct experience in Call Center operation with at least 3 years experience in Management level exposure.

•Good time management.

•Excellent interpersonal skills.

•Strong analytical skill and able to work under pressure.

•Manage to work with team environment.

Knowledges, skills and abilities required

•Technical knowledge in Call Centre field.

•Knowledge in the general soft skill areas.

•Knowledge of PC and proficiency in MS Office.

•Analytical and leadership skills to deliver the high-quality operation's standard.

•Ability to work under pressure and flexible working hours.

•Ability to manage a team to make operation run smoothly.

•Communication skills to communicate well to merchants and customers.

•Fast learner and aggressive person to suit working in the fast pace.

•Persuasion skills in order to move Section into positive action, attitudes and behavior.

•Ability to identify and rectify problem.

•Analyze staff competency level in executing task.

•Training and counselling skills.

Job competency requirements

•Call Center & Customer Service knowledge.

•Planning and organizing skills.

•Problem solving skills.

•Leadership characteristic.

•Management skills.

•Technological Proficiency.

•Personal Professional Development.

•Able to work in a team as well as individually Meet Service Standard and Target

•To contribute to Call Centre operations in achieving its service targets.

•Ensure requests are completed within the time frame.

•Ensure superb follow-up and fulfill promises made to our customers.

•Ensure all referrals are keyed in a timely manner and monitor for closures Highlight operational issues.

•Feedback to management on all issues encountered and complaints received from customers in order to provide better service and improvement.

•Logging of service requests, complaints, enquiries, and continuous customer service.

•To ensure all requests, complaints and enquiries are recorded in the system, follow up thoroughly and respond to customers within the stipulated time frame. Seeks feedback as a key to improvement.

•Being able to seek feedback from customers or various departments in order to improve operational service level. Know your priorities.

•To be able to differentiate the importance and least important task which is to be completed in a limited given time frame.

Essential/Desirable personality attributes/qualities/traits

•Adaptable: Ability to thrive in a dynamic work environment.

•Confidentiality: Integrity, professionalism, and confidentiality in handling customer details.

•Team Player: Collaborate effectively with cross-functional teams.

•Proactive: Proactive and innovative mindset with a focus on continuous improvement