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MNCBPOCustomer Service

Location Malaysia
Posted 07-December-2018
Description
【MNC/BPO】Customer Service
[Description]

【Overview of the role】
Our biggest online retail/e-commerce client is looking for high quality Japanese support operations for inbound phone and chat retail and global store contacts.
Customers typically contact our client for issues ranging from basic informational requests to inquiries regarding order status, shipment status, account and billing issues. The support is not technical but covers a broad range of topics and requires customer service knowledge and high empathy skills. The Customer Service Associates are trained on customer service techniques with no emphasis on upsells, saves, etc.

Roles & Responsibilities

- Demonstrates clear and polite written and oral communication
- Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service
- Maintains a positive and professional demeanour and portrays the company in a positive light
- Demonstrates knowledge and use of departmental resources, policies and procedures
- Answers messages in phone, chat, and email queues
- Maintains acceptable call lengths and email handle time, while remaining friendly and informative
- Maintains productivity and quality standards
- Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions
- Demonstrates appropriate sense of urgency for customer responses
- All other duties as assigned Required skills & qualifications (including certification and language)
- Native Japanese speaker with good oral and written Japanese skills
- Willing to work in Bangsar South
- Willing to work 8am-8pm Japan time (equivalent to 7am-7pm Malaysia time)
- At least High School graduate
- Demonstrates a strong customer service orientation
- Takes responsibility to follow up with customers, ensure that needs and expectations are satisfied and promises are kept
- Ability to effectively communicate his/her thoughts in a well-organized manner
- Good writing skills. Example: Ability to type a minimum of 35 words per minute with few grammatical errors
- Ability to navigate the Internet, email, instant messaging and social media tools
- Friendly and upbeat style
- Ability to handle difficult or irate customers effectively
- Ability to set expectations and deliver information in a positive and articulate way
- Investigates and acts to meet customer’s needs
- Solves routine problems effectively, gathering the information necessary from the customer
- Applies systematic approach to solving problems
- Professional and positive in interactions with others and can establish rapport quickly
- Treats others with courtesy and respect

Requirement

Language: Japanese(Native level)
Educational background: open
Experience: Fresh graduate is encouraged to apply but with experience is also highly wanted
Skill: Typing skill (35 words/min)

Other Language
English, Japanese

Benefit
7am-7pm
※8 hrs+1 hr for lunch,
2 days off (Sat,Sun & holidays included)

・Working hours will be changed in the future depending on the project
・If you work on a holiday, additional 1 day pay
Salary details
USD 10000.00 to USD 20000.00

 
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