Responsibilities:
- Engage customer, understand their needs and translate this need to work required, and set proper expectations about delivery time
- Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into work required (service identification)
- Focus on resolving customer issues, not closing cases; 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; leverage support from Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems
- Collaborate with cross-functional partners, and vendor representatives along with other resources in support of successful customer outcomes
- Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations and implement process fix (in conjunction with Process Owners) to prevent future occurrences
- Share tacit knowledge gained through customer interactions via KM contribution approach so that knowledge can be leveraged by entire team
- Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff
Requirements:
- Malaysian
- Acquire minimum JLPT N1/N2 certificate
- Exceptional communication skills including rapport building, use of customer centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needs
- Excellent business English comprehension and communication skills, including ability to conduct professional phone conversation in business English
- Excellent business Japanese comprehension and communication skills, including ability to conduct professional phone conversation in business Japanese
- Advanced Proficiency level in written English for business communication
- Advanced Transactional skills
- Excellent verbal and written business communication skills in any other contracted language, where applicable
- Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforcing business rules that must be followed and offering alternative solutions where appropriate
- Quick learner who easily applies problem-solving, critical thinking, analysis skills and troubleshooting
- Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively
- Detail-oriented with ability to process complex transactions
- Self -motivated and drive to succeed with natural curiosity, initiative and tenacity to drive issues to closure
- Ability to engage and facilitate activities of others, follow up to understand status and help to course-correct to meet expected delivery date
- Excellent time management skills, ability to juggle multiple tasks while maintaining composure
- Computer literacy including experience with case management systems, email, chat, Windows- based applications; ability to effectively navigate multiple systems at once to accomplish a task
- Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including V-lookup, Pivot tables, and formulas
Job Types: Full-time, Permanent
Pay: Up to RM8,000.00 per month
Benefits:
- Additional leave
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
- Work from home
Schedule:
- Monday to Friday
Supplemental Pay:
- Performance bonus
- Yearly bonus
Application Question(s):
- What is the highes JLPT certificate that you have?
- How long is your notice period?
- How much is your expected salary?
Work Location: In person