Job Description

Job descriptionJapanese Speaking SME 8000~9500 (RM) Job ID 22805
Position Title Japanese Speaking SME
Industry Call Center/BPO/Shared Service
\xe3\x83\xbbResponsible for the day-to-day operational management of the Service Request\xe3\x83\xbbResponsible to manage SLAs for Service Request\xe3\x83\xbbOrganizing weekly collaboration meeting with client\xe3\x83\xbbFollow-up on actions owned by GSD-SRM\xe3\x83\xbbPrepare performance data for monthly performance meeting with client\xe3\x83\xbbParticipate in internal collaboration meeting and provide updates/input relevant to SRM\xe3\x83\xbbOrganize internal team huddles to provide process updates and ad-hoc requests\xe3\x83\xbbSupport SME for the escalated matters on trainings\xe3\x83\xbbProvide real-time monitoring for emails/Google Chats\xe3\x83\xbbFocus on building good working relationships within the team, FR-GSD members, and other Fulfillment Groups\xe3\x83\xbbAttend knowledge transfer meetings with Client where applicable\xe3\x83\xbbDrive knowledge transfer within the team\xe3\x83\xbbProvides a leadership role in identifying the root cause of problems during the Root Cause Analysis (RCA) of agent mistakes, complaints, and dissatisfied surveys results\xe3\x83\xbbWork together with Client and internal team in completing the follow-up actions from RCAs\xe3\x83\xbbWork together with CSI Lead for CCMS (Complements and Complaints Management System) cases related to SRM\xe3\x83\xbbWork together with CSI Lead for Standard Operating Procedures (SOP) updates relevant to SRM operations\xe3\x83\xbbWork together with Supervisors for Agent Feedback\xe3\x83\xbbParticipates in global process improvement projects depending on scope and scale\xe3\x83\xbbIdentifies areas for improvement in both the customer and agent experience\xe3\x83\xbbSupport client and internal automation team on activities related to RPA initiatives
Salary 8000~9500 (RM)
Location Selangor
Requirements \xe2\x9c\x93 Must have at least 3-5 years in relevant experience\xe2\x9c\x93 Speak fluent Japanese language. Obtained JLPT N2 and above. Able to communicate with Japanese related to business matter.

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