Process Specialist - Customer Support (Native Korean Speaker)

Job Description

s : Engage customers, understand their needs and translate into work required, and set proper expectations about delivery timeIdentify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needsFocus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needsUtilize a proactive approach as indicated in the Business model, looking beyond the case to broader customer account activity and support needsFocus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standardsMaintain 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 problemsCollaborate with cross-functional partners, vendor representatives, along with other resources, in support of successful customer outcomesIdentify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrencesShare tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledgeFocus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with Business staffJob Requirements : Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needsExcellent business English and Native Korean communication skills, including the ability to conduct professional phone conversations / writing & reading.Analytical skills with demonstrated problem-solving abilityAbility to work in a fast-paced environmentFlexibility to work and support Korean working hoursGood technical skills (should be able to refer SOPs and use customer tools and system independently)