Bilingual Customer Experience Analyst (Japanese/English)

7802 Accent.Tech.Solut.Sdn Bhd Company; Kuala Lumpur; On-site; MYR 42,000 - 64,000; Full time

Job summary

Accenture is seeking a Customer Service Analyst in Kuala Lumpur to support customer experience through inbound and outbound interactions. You will update our database, assist with QA efforts, and use high-level tools to ensure client satisfaction.

Ideal candidates have 1 year in inbound/outbound customer service, strong English and Japanese language skills, and the ability to work under pressure while meeting SLAs and KPIs.

Qualifications

• Minimum 1 year of inbound or outbound customer service experience.
• Fresh graduates are welcome to apply.
• Strong English and Japanese language proficiency.
• Ability to follow SLA and escalation processes.

Responsibilities

• Handle support/service escalations to/from clients
• Transfer calls to the Tier 2 department
• Track and report system issues as needed
• Stay current with system information, changes and updates
• Comply with service level agreements
• Support and help on Process documentation
• Comply with the assigned schedule to cover the hours of operation
• Comply with the account KPIs
• Support with any other new process at the time the client requires it, if it has been officially included in our range of services

Skills

Customer service

Japanese language

English language

Communication

Attention to detail

Pressure handling

Team collaboration

Job description

Accenture is seeking a Customer Service Analyst in Kuala Lumpur to support customer experience through inbound and outbound interactions. You will update our database, assist with QA efforts, and use high-level tools to ensure client satisfaction.

Ideal candidates have 1 year in inbound/outbound customer service, strong English and Japanese language skills, and the ability to work under pressure while meeting SLAs and KPIs.