Japanese Bilingual - Customer Support Specialist

Start Date: ASAP

Qualifications

• College Graduate/Completed 1st Year in College
• Minimum of 18 months BPO experience
• Must be fluent in speaking, writing and reading Japanese language, at least JLPT N3 level
• Conversant in English as secondary language
• Willing to work onsite in BGC, Taguig City
• Good attention to details and strong problem-solving skills

Responsibilities

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization's and client's SOPs thereby ensuring customer satisfaction
• Performs research or due diligence to resolve issues, educate clients, and promote client's products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.
• Use and navigate multiple online applications with technical proficiency, maintain knowledge of financial/banking products and services and assist customers regarding these services and follow all company policies and procedures, regulatory and legal requirements in execution of the job duties.
• Meeting program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
• Adherent to program specific processes, policies & procedures
• Perform assigned tasks and ad-hoc based on business need