We are looking to welcome a Customer Service Specialist (Japanese speaking) to join our Global Customer Service Department. You will work as an integral part of the department by providing outstanding customer service to our internal and external customers and report to the Customer Service Manager.
Closing Date: Applications will close on 27th Oct 2024.
Applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising. We therefore encourage you to apply at the earliest opportunity.
What you'll be doing:
- Take ownership of customer queries received via phone, email, live chat, and in-person through to resolution in line with policies/procedures, KPI, and Customer First training best practices. Striving to increase customer satisfaction/first-time resolution and reduce the need for customers to contact.
- Respond to customer queries via the daily retention queue in a timely and professional manner, providing price quotes, lapsed lists, and denial data to prevent lost revenue.
- Provide support with the monitoring of retention campaign performance and perform data cleansing after each campaign, reporting regularly and identifying opportunities to improve campaigns.
- Using SAP/Salesforce to manage and take responsibility for the processing of orders, invoices, quotes, returns, and claims in a timely and accurate manner, responding appropriately and swiftly to queries, problems, and special requests from customers, accelerating these to team leaders and managers where appropriate.
- Resolve product or service problems/queries by clarifying customer issues, determining the root cause of the problem, selecting and explaining the best solution to the problem, expediting corrections/adjustments, and following up to ensure resolution.
- On the back of customer contacts review the customer self-help portals and suggest new content or amendments to the relevant team.
- Create and update Standard Operating Procedures (SOP) or suggest amendments to relevant teams.
- Play an active role in the achievement of department goals by assisting with all types of work across the department as needed. Work effectively with the team to achieve individual, team, and departmental objectives, sharing knowledge and skills as appropriate.
- Provide support to team members, assisting with training if appropriate.
- Achieve personal objectives and, work to agreed KPIs and targets including quality assurance.
- In addition to the above, this role will be expected to help with projects and workload as determined by business needs and the Manager.
