Workplace Solutions (Japan Helpdesk Team) Sr Analyst

Job Summary: Resolve customer queries, review and approve requests, and manage escalations within speed, quality and cost targets. He/she supports the Helpdesk Supervisor in generating reports and analysis, training, and process improvements. Key Responsibilities • Effectively respond to customer queries, process requests, de-escalate issue in Japanese and English Language. • Ensures timely and accurate submission of reports such as but not limited to Service Performance Review, Monthly Scorecard and Data Analytics, etc. • Conduct training for new joiners, agent development, process improvements and new scope. • Manage escalations, conduct root cause analysis and take corrective actions and preventive actions. • Drive process improvement by providing insightful analytics, by conducting research to assist with design and implementation, by partnering with various stakeholders in conducting impact analysis and getting buy-ins and by ensuring process changes are implemented as planned. • Carry out any other duties within the defined scope that may be assigned from time to time. Qualifications and Skillsets • 5+ years’ working experience in Customer Services related areas • Undergraduate degree or above • Analytical, problem solving, multi-tasking skills, under pressure • Excellent technical skills with MS Excel and Outlook • Be proactive, agile, passionate, accountable • Organizational skills; Interpersonal skills; Communication skills • Good escalation management • Fluent Japanese / Intermediate English