Japanese Bilingual - Customer Support Specialist | Onsite - BGC Taguig

Work Setup: Onsite (BGC, Taguig)

Shift: Night shifts, shifting schedules, and split-offs as necessary (working on holidays and weekends as needed)

Start Date: ASAP

Qualifications:

• Graduate of any degree, but college level candidates are also encouraged to apply as long as they've met all other qualifications
• Must have at least B1 proficiency in English and N3 proficiency in Nihongo
• With at least 1 year customer facing work experience from any industry for foreign applicants and at least 1 year of BPO experience as a Japanese speaker for local applicants
• Customer Service experience is a huge advantage but not required
• Conversant in English as secondary language
• Good attention to details and strong problem-solving skills

Responsibilities:

• Assist customers via calls as the major support channel (channels may also vary depending on the program and business need such as email and chats) and provide appropriate and timely resolution to concerns or queries following organization's and client's SOPs thereby ensuring customer satisfaction
• Performs research or due diligence to resolve issues, educate clients, and promote client's products and services; identify and offer new opportunities and solutions to meet customer needs as appropriate.
• Use and navigate multiple online applications with technical proficiency, maintain knowledge of financial/banking products and services and assist customers regarding these services and follow all company policies and procedures, regulatory and legal requirements in execution of the job duties.
• Meeting program specific KPIs (Key Performance Indicators) and SLAs (Service Level Agreements) to ensure client satisfaction as part of employee performance evaluation
• Adherent to program specific processes, policies & procedures
• Perform assigned tasks and ad-hoc based on business need