Job Description

About the job Native/Non-Native Japanese Bilingual Customer Service Executive

About the Company
The company is one of the leading global providers of technology-enabled business process outsourcing solutions in Malaysia and the ASEAN region committed to delivering transformative customer experiences for clients. They are recognized as one of the Best Employers in the country and one of the leading companies for Employee Engagement.

Job Summary:
Provides professional expertise on regional/global processes and procedures within a limited scope. Usually works autonomously on activities within a limited scope or wider efforts under the supervision of senior team members (PA's) or managers. Contributes to the overall process design within the Global Service Desk (GSD) scope, but is also able to anticipate the end-to-end process across other connected teams. Explore and troubleshoot the customer's issues with professionalism and courtesy and may serve as a consultant for senior agents. Gather data and conduct research utilizing the data, observations, trends, and reports to share proposed ideas and ways to improve. May engage with cross-functional teams at a high and detailed level to evaluate requirements, challenges - usually coordinates findings and conclusions with more senior team members or Managers.

Responsibilities:

• Provides continuous helpdesk support via telephone, chat and email related to the product.
• Employ a high level of interpersonal and communication skills while solving customers' issues.
• Conducts basic probing to determine the next action to customers' enquiries.
• Processes and manages orders or cases via support systems and portals.
• To exceed customers' expectations in terms of customer service & accurate information.
• Work in a team to achieve the required KPI elements and SLA.
• May be involved in directly supporting or managing the day-to-day front-line operations.
• May provide support via questions or triage regarding process or system issues.
• May speak to customers for research, learning or requirement gathering.
• May speak to customers who are in an escalated state, while resolving issues within a moderate scope.
• Provides customer experience recommendations to cross-functional teams in cooperation with senior team members (e.g. CSMs, Ops, etc.).
• Voice of the customer (GSD-supported languages) in assigned projects and user acceptance testing.
• Has developed knowledge of all products, and GSD processes/procedures.
• Contributes and participates in continuous improvement of GSD core processes to ensure quality is maintained while efficiency is optimized.
• Strong GSD business acumen, including solid analytical skills and the ability to use developed expertise to think critically. Analyzes problems by gathering and organizing all relevant info and develops solutions with the participation of senior team members or managers.
• Strive for optimum performance; ability to recognize and willingness to apply a sense of urgency when necessary.

Requirements:

• Required language(s): Both Japanese and good command of English
• Good written and oral communication skills
• Good analytical and problem-solving skills.
• Good organizational skills and attention to detail
• Computer skills, including internet, Word, Excel, Outlook and PC Based

applications * Confidentiality Standards

• Ability to adhere to processes, procedures and guidelines during the execution of tasks and assignments
• Keen to learn
• Education qualifications: Bachelor's Degree in any industry
• Fresh graduates are also encouraged to apply
• Applicant must be willing to work in rotational shift including night shift
• Must be willing to work in Johor Bahru, Malaysia

Location
Johor Bahru

Working Hours

• 7 pm - 9 am (Can be changed according to business requirements)
• 2 days off on the weekdays
• Work 9.5 hours (inclusive of lunch break 1 hour + 30 minutes short break)

Remuneration
Basic MYR 9,000 + KPI up to MYR 400 + shift allowance up to MYR 600

Consultant in-charge
Phoebe Loke | | +6016-211 7443
Victor Hew | | +6016-229 2513