Customer Service Representative - Bilingual
Customer Service Representative - Bilingual
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Job Description
Job Responsibilities:
Customer Inquiries Handling
Handle inquiries from customers via email and phone
Order Management
Sales Order Entry & Processing
Action Sales Orders by following step by step processes documented in client provided SOPs
Respond to and resolve enquiries complaints or requests via internal stakeholders ensuring a high level of customer service is maintained.
Monitor the order process to identify and explore opportunities to improve processes and customer experience and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
Quote creation and quote support activities
Ensure nonstandard terms and conditions are approved and communicated
Activation of Service & Lease Contracts
Manage extension upgrades and terminations of service contracts
Invoice generation & presentment
Range of Experience:
12 year experience in customer call center is mandatory (the busier call center you experienced the better).
Language Skills: Native Japanese & English
The Role requires Voice & Nonvoice ratio:
Voice: 70%
Nonvoice: 30%
Working Hours:
9:00 AM to 6:00 PM Japan Time needs to work on weekends (Not every weekends it will be rotational weekends) and some schedules will be 8:30 AM to 5:30 PM or 8:00 AM to 5:00 PM
Must have Skills:
Technical skills
Basic MSExcel skills.
Familiarity of MS office tools: outlook internet
Good writing and comprehension skills
Behavioural skills
Independent and responsible attitude toward jobs dealing with unknown situations on your own
Ability to learn on your own initiative
Tolerance toward busy environment with many calls and emails
Flexibility on working schedule
Ability to overlook entire workplace and take proactive measures
A clear focus on superior customer service and continuous business performance improvement
Experience in analysing performance metrics and managing proactively for continuous improvement
Demonstrated capacity to apply statistical measures to workflows and performance monitoring
Outstanding communication skills both verbal and written
Task and goalorientated with high energy levels and strong attention to detail
Capable of prioritising issues and working with a sense of purpose and ownership
Analytical with strong problemsolving skills
Preferred to have Skills:
BPO experience is preferred
Order Management experience is preferred
Good to have Skills:
Technical skills
Basic Understanding of Order Management process Quotes
SAP Knowledge
Microsoft Office VBA (Visual Basic Application)
Knowledge
IT infrastructure knowledge or any IT related knowledge
Academic Qualification:
Graduate/Undergraduate(Preferably)
Remote Work :
No
Employment Type
Full Time
