Associate: Voice - 70% Non-Voice - 30%
shift Timings: 9:00 AM to 6:00 PM Japan Time , needs to work on weekends and some schedules will be 8:30 AM to 5:30 PM or 8:00 AM to 5:00 PM
Education: Graduate/Undergraduate(Preferably)
Experience: 1-2 year experience in customer call center is mandatory (the busier call center you experienced, the better). BPO experience is preferred
Order Management experience is preferred
Must Have Skills:
Technical skills
• Basic MS-Excel skills.
• Familiarity of MS office tools: outlook, internet
• Good writing and comprehension skills
Behavioral skills
• Independent and responsible attitude toward jobs, dealing with unknown situations on your own
• Ability to learn on your own initiative
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• Tolerance toward busy environment with many calls and emails
• Flexibility on working schedule
• Ability to overlook entire workplace and take proactive measures
• A clear focus on superior customer service and continuous business performance improvement
• Experience in analysing performance metrics and managing proactively for continuous improvement
• Demonstrated capacity to apply statistical measures to workflows and performance monitoring
• Outstanding communication skills, both verbal and written
• Task and goal-orientated, with high energy levels and strong attention to detail
• Capable of prioritising issues, and working with a sense of purpose and ownership
• Analytical, with strong problem-solving skills
Job Description
Customer Inquiries Handling
• Handle inquiries from customers via email and phone
Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained.
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
Customer Inquiries Handling
• Handle inquiries from customers via email and phone
Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained.
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
Customer Inquiries Handling
• Handle inquiries from customers via email and phone
Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained.
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed
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