Roles and Responsibilities
Key responsibilities include but aren't limited to:
- Respond to requestors inquiries by ticketing system within the SLAs stablished.
- Responsible for the resolution of assigned cases following the business rules.
- Response for the follow-up of assigned cases until final resolution is reached.
- Response for maintaining the system of record updated, tracker updated.
- Response for proactive analysis and update the records in the system and tracker.
Preferred Qualifications
- At least 2 years of experience in Sales support.
- Good communication skills and overall competence.
- Ability to work on complex cases by following a well-defined process with multiple steps.
- Facilitate good customer service culture amongst team members
- Evaluate and assess service delivery performance metrics
- Language(s) Required: English and Japanese (Japanese Market)
- Ability to read write and converse fluently in Japanese
- Ability to connect with stakeholders and communicate effectively in Korean/Japanese Language
- Ability to handle escalations and respond in Japanese Language (JLPT N1 or N2 preferred)
- Monitor progress and make adjustments as and when needed.
- Timely response to all stakeholders via email/ chat
- Responsible to ensure follow up on assigned cases until final resolution is achieved
- Focus on service excellence and high quality customer service
