Advisor I, Customer Service – Japanese

Concentrix; Kuala Kubu Bharu; In loco; MYR 22.000 - 39.000; Tempo pieno

Descrizione del lavoro

Concentrix is seeking an Advisor I, Customer Service – Japanese to join our Kuala Lumpur area team. The role focuses on delivering quality customer service, understanding customer needs, and resolving inquiries with empathy.

The candidate will handle routine calls, maintain product knowledge, and contribute to customer satisfaction while meeting contractual KPIs. The position requires a high school diploma with 3–6 months of related experience, strong communication, and basic PC skills.

Competenze

• High school diploma with 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, both written and spoken.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; able to adapt quickly to changes.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as a team member or independently.
• Demonstrate patience in all customer interactions; willing to rotate shifts.

Mansioni

• Ensure service delivered meets KPIs.
• Clarify customer requirements and provide resolution.
• Listen to customer needs with empathy and build rapport.
• Greet customers courteously following procedures.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work notes.
• Participate in activities to improve customer satisfaction.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking system.
• Respond to inquiries by referring to published materials or senior staff.

Conoscenze

Customer service

Communication

Attention to detail

Multi-tasking

Teamwork

Empathy

Patience

Flexibility

Formazione

High school diploma

Strumenti

Basic PC skills

Descrizione del lavoro

Job Title

Advisor I, Customer Service – Japanese

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.