Job Description

Job description:

Responsibility of / Expectations from the Role

• Strong analytical skillsets with logical thinking capability
• Strong prioritization and multitasking skills to work with multiple companies
• Answer phone calls from multiple client companies, escalate to PIC and manage records
• Strong communication skills with HQ and affiliate companies
• Carry out administrative functions
• Review completed tasks to ascertain compliance with standards
• Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs
• Stay up-to-date with product knowledge and industry trends across all client accounts
• Record all problems and their solutions in the Production Log File and ensure problems follow-up
• Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up
• Monitor event & notification dashboard and perform actions based on instructions and procedures
• Ensure customer KPI and SLA requirements are meet

Job Requirements

Desired Competencies (Technical/Behavioral Competency)

Must-Have:

• Manage and prioritize customer inquiries from various clients, ensuring timely and accurate responses
• Bilingual support skills to accurately understand inquiries and responses in English and Japanese, and to accurately translate them into Japanese or English.
• Compose thoughtful, personalized responses for a variety of end user requests
• Effectively resolve enquiries from end users in a considerate, accurate, and timely manner
• Manage incidents and service requests and devise solutions to resolve issues
• Manage end-to-end ticket life-cycle coordination. SLA is very critical in client’s environment.
• Monitor and maintain quality of service as measured by metrics such as performance, efficiency, customer satisfaction, and take corrective action as required

Good-to-Have:

• Prior experience in managing multiple client companies in a help desk or call center environment

Responsibility of / Expectations from the Role

• Strong analytical skillsets with logical thinking capability
• Strong prioritization and multitasking skills to work with multiple companies
• Answer phone calls from multiple client companies, escalate to PIC and manage records
• Strong communication skills with HQ and affiliate companies
• Carry out administrative functions
• Review completed tasks to ascertain compliance with standards
• Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs
• Stay up-to-date with product knowledge and industry trends across all client accounts
• Record all problems and their solutions in the Production Log File and ensure problems follow-up
• Manage incident and service requests and devise solutions to resolve issues, escalate to client if unable to resolve, both in compliance to response and resolution SLAs.
• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up
• Monitor event & notification dashboard and perform actions based on instructions and procedures
• Ensure customer KPI and SLA requirements are meet

Additional notes

• We have several client companies to deal with when you join us, and this number will increase in the future, and you will deal with them simultaneously.

Job Types: Full-time, Permanent

Benefits:

• Opportunities for promotion
• Professional development

Skills