Customer Representative (Japanese/Korean)

Main tasks

• Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts) and solve users’ demands.

• Log call details onto call management systems and provide response and resolution within SLA.

• Maintain service and product knowledge and expertise associated with applications specific to individual customers.

• Escalate potential service issues initially with Mentor.

• To follow all the processes and procedures of the project.

• Ensure contractual SLA is maintained.

• Provide cover for other Agents in their absence, either within the same team or across teams.

• Liaise with Supervisors/ Mentors on specific projects where requested.

• To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.

• To attend regular Team Meetings.

• To work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality and customer satisfaction.

• Native/Fluent language of the market (Japanese/Korean) and English

• Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration

• Good disposition to work in a customer service environment

• Customer care skills – ability to listen to and understand the customers’ needs

• Ability to take ownership of, and progress calls to resolution or to escalate call to resolution