Job Description
Our Client:
Our client, a globally renowned US-based TV network, is currently on a rapid expansion for their businesses within the APAC region. Due to its business expansion, they are now seeking dynamic talent to join them as Customer Service Associate (Japanese Speaking to liaise with Japanese native-speaking customers). You will be required to undertake the following activities mentioned in the below job description.
The Responsibilities:
* Establish positive customer relationships with existing/new customer for Japan market
* Provide customer resolution and follow-up on issues surface
* Handle enquiries and feedbacks through feedback channels
* Evaluating of information and interpretation of data for customer resolution
* Maintain and affirm long term relationship with customers and external stakeholders (eg, vendor management)
* Conduct research and to grasp information across multiple tools before responding to customers
* Working with cross functional team with the aim to provide best resolution presented to customers
* Correspond and communicate with Japanese customers through emails, chats and calls
* Continuous review on current process improvement so as to improve overall customer experience
* Escalation of issues on non-resolving issues to 2nd tier CS management
The Requirements:
* Strong spoken & written Japanese language (Native Japanese speaker language ability or JLPT N1 is essential) to liaise with Japanese native-speaking customers
* Strong reporting and presentation skills - ability to interpret data and put across convincing positions
* Strong communication, interpersonal, and problem-solving skills
* Ability to display professionalism when interacting with customers
* Strong time management and the ability to multi-task
Working Location: Biopolis