Responsible to handle escalated customer queries / issues through Voice and or Non-Voice (International/ Domestic) transactions to the best of customer’s satisfaction. Necessary documentation of calls. Adhering to standard operating procedures required by the process and organization. Awareness of relevant service levels and meets goals set by the project.

Qualifications:

·          Must be at least 18 years’ old

·          Completed at least 2 years of college, a 2-year vocational course or a 4-year degree course

·          Willing to work in BGC Taguig City

·          Willing to work night or morning shifts and during weekends and holidays

Work Experience:

·          At least 6 months of professional customer support experience

Essential Skills:

·          Japanese native speakers or bilinguals with JLPT N1 or equivalent

·          Understanding of Japanese honorific speech and customer support culture

·          Ability to explain complex information clearly in Japanese

·          Exceptional customer support skills

·          With phone and email experience (email experience preferred)

·          Fast and accurate typing

·          Self-motivated

·          Excellent interpersonal skills

·          Basic computer knowledge

·          Aptitude for learning, understanding and conveying services to members

Responsibilities:

·          Effectively communicate with customers to understand their needs and demands in the Japanese language

·          Answer customer support tickets and calls in a professional manner

·          Research required information using available resources

·          Accurately manage and resolve customer issues

·          Route calls to appropriate resource

·          Case/Ticket documentation

·          Adhere to standard operating procedures required by the process and organization

·          Awareness of relevant service levels