Customer Support Specialist L1 (Japanese Speaker)

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 Root Cause Analysis (RCA), troubleshoot and translate Customer needs and requests into work required
• .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
• .Collaborate with cross-functional partners, and vendor representatives along with other resources in support of successful customer outcomes
• .Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff

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Qualification

• s:
  At least 2- 5 years of working experience in customer service role from BPO environment or other industries is required for this ro
• le.Highly proficient in both written and verbal in Japanese and Mandarin/English to communicate effectively with the clien
• ts.Preferably someone with JLPT N1 or at least N2 certificat
• ionDetail-oriented and ability to multita
• sk.Computer literacy including experience with case management systems, email, chat, Windows- based applicatio