Job Description
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 + Korean / Japanese (depending on role/location)
Ability to read write and converse fluently in Korean/ 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
