Business description
Responsibilities:
• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
Requirements:
• Candidate must possess at least a Diploma/Degree in any field.
• At least 4-5 year(s) of working experience in managing call center
• Oral and written proficiency in English & Japanese (Keigo)
• Good interpersonal, communication, leadership and supervisory skills.
• Minimum 5 year(s) related working experience.
• Must have pleasant personality and eagerness to learn.
• To ensure desired customer delight by providing satisfactory response to customer interaction.
• Manage Customer Interactions through Inbound & out bound voice contact through his/her team for the various services.
• Evolve more effective work process for improving customer interactions.
• Constantly monitor & review performance metrics for achievement of objective.
• Contribute inputs towards sales & marketing plans.
• To interface with respective work centre for resolution of complaints.
• Manage resolution of billing queries /Issues.
• To track & ensure closure of complaints.
• To effectively manage Contact Centre operations for constant performance achievements.
• Identify relevant training needs of agents & ensure effective implementation.
• Effectively manage shift operations.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
Requirements:
• Candidate must possess at least a Diploma/Degree in any field.
• At least 4-5 year(s) of working experience in managing call center
• Oral and written proficiency in English & Japanese (Keigo)
• Good interpersonal, communication, leadership and supervisory skills.
• Minimum 5 year(s) related working experience.
• Must have pleasant personality and eagerness to learn.
