Customer Service Representative - Japanese

Overview

Job Title : Customer Service Representative - Japanese Speaking

Reports To : Manager

Department : Global Candidate Service

Job Description

To assist the candidate with all aspects of the testing process from registration to test delivery. To interface between candidates, clients and test sites in a professional and efficient manner. Follow company guidelines in issuing Promo Codes / Emergency Vouchers whilst adhering to Contact Centre policies and procedures. Achieve and maintain all key quality and productivity metrics. Escalate unresolved candidate grievances to designated departments for further investigation. To respond to incoming telephone calls and emails within a specified timeframe according to company guidelines. To ensure excellent reliability with minimal unplanned absences as per company guidelines. To attend required training to continually learn knowledge of practices, procedures, policies and clients. To communicate and participate in team meetings, in order to share best practice and flag issue to the Team Leader. To meet agreed objectives enabling the corporate objectives to be achieved. Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team.

Experience and Skills

• Minimum Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent with at least 2 years working experience in relevant field
• Excellent command of spoken and written English and Japanese
• Immaculate telephone manners and communication skills
• Excellent listening skills, critical thinker with attention to detail
• Data entry, spelling, grammar and proofreading skills required
• Ability to work in both a team environment and autonomously
• Strong PC skills in a MS Windows based environment (including MS Office Excel, Word)
• Demonstrate high degree of integrity and confidentiality
• Applicants should be willing to be based in Kuala Lumpur

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