Operations Administrator

In this position you will....

…provide support on customer’s subscription and service request. It is crucial for you to deliver first-class customer service to our customers and insurance partners. You will ensure any customer queries, issues and complaints are resolved in a timely and professional manner. You will also support local GM with performance reporting of the service operations. In addition, you maybe asked to support office administrative matters and some translational activities from time to time.

 You will be responsible for…

• Replying email and voice message via calls from customers in a professional manner on program enquiries, service requests and complaints
• Communicating with customers and service providers to gather necessary information and resolve claims
• Preparing and arranging packaging shipment to customer
• Coordinating and following up with repair service provider for repair cases
• Submitting claims information to insurance company
• Following up both with partner client and internally when there is any system related issues
• Preparing operational performance reports on monthly basis
• Performing other ad-hoc assignments which may be assigned as and when required

 For you to be successful…

We expect you to be able to demonstrate the following key competencies 

Impactful

• Has a clear understanding of team’s objectives and aligns efforts to these.
• Empowered to be quick to act and take steps to address issues.
• Maintains commitment to achieving goals in the face of obstacles.

Customer Focus

• Understands the importance of customer feedback and appreciates their points of view.
• Demonstrates a customer centric mindset by prioritizing customer needs and addressing concerns with a sense of urgency.
• Aware of the benefits of offering different service solutions to a diversity of customers and helps support adoption.

Collaborative

• Offers support and contributes to the delivery of shared goals. Displays loyalty and trust to team.
• Co-operates with team members to resolve problems and achieve goals.
• Listens, encourages, and is respectful of others when working together.

Communication

• Communicates clearly and actively listens to others.
• Provides others with information they need in a timely manner.
• Communication is specific and fact based using a style appropriate for the audience.

You will require the following qualifications and skills                                                                                                               

• 1-2 years of customer services related experience 
• Proficiency in MS Office (Word, PPT and Excel)
• Strong customer service mindset with a desire to go extra mile to foster positive customer experience.
• Excellent communication and problem-solving skills.
• Good command of spoken and written English and Japanese.