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

线下面试

中国辽宁大连市区辽宁省大连市沙河口区大连软件园24号楼 地图

招聘负责人姓名：程冉