Assistant Manager (Japanese Speaker)

JOB DESCRIPTION



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.


 


 


STANDARD FOR MEASURING SUCCESS 



Monthly call analysis
Quantitative
Qualitative
No. of issues resolved within the standard time.
Agent’s productivity
Other key management attributes & Key Performance Indicators (KPIs) as agreed.


 


REQUIREMENT 



Candidate must possess at least a Bachelor Degree in any field.
Required language(s): English and Japanese
At least 3 year(s) of working experience in the related field is required for this position.
Must be positive, customer-centric, fast paced and prompt, achievement oriented, energetic and enthusiastic


 


ATTITUDE



Positive
Customer-centric
Fast paced and prompt
Achievement oriented
Energetic and Enthusiastic


 


SKILLS 



Spoken Communication skills
English Language skills
Proficient in MS Office & Computer skills
Probing skills
Analytical skills
Influencing skills
Interpersonal skills
Leadership qualities
Problem Solving skills
Counselling skills


 


FACILITIES & BENEFITS 



Paid air ticket to Malaysia
Paid visa to Malaysia
Paid Employment Pass in Malaysia
2 weeks free accommodation on arrival
Expatriate management and employee relations team to assist with acclimatization and support
Excellent career opportunities to grow into supervisory and support roles
Accommodation / shopping malls close to office
Railway station at walking distance / shuttle van provided from LRT station to office

MalaysiaOther parts of MalaysiaSymphony House, Pusat Dagangan Dana 1, Jalan PJU1A/46, 47301 Petaling Jaya, Selangor Darul Ehsan, Malaysia. Map

Name of person in charge of hiring：Ivon Tan