Engage customer, understand their needs and translate this need to work required, and set proper expectations about delivery time.
Identify issues, carry out Root Cause Analysis (RCA), troubleshoot and translate Customer needs and requests into work required.
Solve the right problem for the requestor by looking beyond the stated requested to the true needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to requests that violate those policies.
Utilize proactive approach as indicated in model, looking beyond the case to wider customer account activity and support needs.
Focus on Business Outcomes and Customer Experience impacting metrics; maintain acceptable level of performance as measured via agent certification standards.
Maintain ownership and accountability of requests.
Collaborate with cross-functional partners, and vendor representatives along with other resources in support of successful customer outcomes.
Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff.
Qualifications:
At least 2- 5 years of working experience in customer service role from BPO environment or other industries is required for this role.
Highly proficient in both written and verbal in Japanese and English to communicate effectively with the clients.
Preferably someone with JLPT N1 or at least N2 certification
Detail-oriented and ability to multitask.
Computer literacy including experience with case management systems, email, chat, Windows- based applications.
