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Updated 2024-12-04
Activated 2024-12-04

Customer Service - Japan Market

This posting is managed by: Career International FOS Sdn Bhd
Company Name Company is not publicly visible
Job Type Customer Service - Customer Support
Customer Service - Other
Industry Telecommunications/Information Services
Location Asia Malaysia Kuala Lumpur

Job Description - 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.
- Proactively 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.
- Leads should have a proactive focus on the backlog management and communicate updates frequently. Lead should also be responsible to provide solutions to enable automation. Need to articulate and communicate the problem statement and RCA effectively. Share weekly business metrics.
- Lead should be responsible for the training/coaching of agents based on the feedback, trouble shooting of the escalation of cases, closed loop process, working with team on process and documentation needs. Lead is expected to put an action plan for scenarios like metrics or agents not meeting expectations (SLAs, backlog, CXSAT, following process).
Company Info BPO Company. This Company is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients.
Working Hours Working hour: 9am - 6pm
Job
Requirements		 Education: Diploma holder and above
Min 1 year experience in customer service (handling calls and emails)
Customer facing/interaction experience
Soft collections, Logistic background is an advantage
Ability to read and write emails
Confident and clear in communication
Must have result oriented
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Native Level
Salary MYR - Malaysian Ringgit MYR 98K - MYR 138K   
Other Salary
Description		 - Education/ Training
- Employment Pass (Visa) provided
- Flight ticket
- Medical Insurance
- Annual leaves
- Sick leaves
- Career development program
- Others allowance
Holidays Five-Day Workweek
Congratulatory or Condolence Leave
Sick Leave
Monday - Friday (Works) | Saturday - Sunday (Off days)
Nearest Station - Near with public transport (i.e. MRT, LRT, KTM, Monorail, Bus)
- Easy to find food
- Near with shopping complex
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