Sales and Fulfillment Support (Japanese Speaker)

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