Customer Service - Japanese Speaker

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

Accenture Southeast Asia is seeking a Customer Service Analyst in Kuala Lumpur to support customer experience through inbound and outbound communications on behalf of clients. You will update the company database with customer information, support QA efforts, and ensure adherence to SLA and escalation processes, using high-level tools and systems.

Fresh graduates are welcome; Japanese and English language proficiency is required. Strong communication and attention to detail are essential.

Qualifications

• Min 1 year of inbound or outbound customer service experience.
• Fresh graduates are welcomed to apply.
• Experience working under pressure.
• Strong language proficiency in Japanese and English.
• High attention to detail and ability to follow SLA and escalation processes.
• Strong communication and interpersonal skills.
• Results-driven with action orientation.

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

Japanese language

English language

Communication skills

Interpersonal skills

Attention to detail

SLA adherence

Escalation handling

Work under pressure

Results oriented

Job description

The Customer Service Analyst will support customer experience through inbound and outbound approaches. Individual will also support the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, the Customer Service Analyst updates the Company database with all appropriate information. The Customer Service Analyst supports all quality assurance efforts and Program criteria as well as wide usage of high-level tools and systems

Responsibilities

• Handle support/service escalations to/from clients
• Transfer calls to the Tier 2 department
• Will 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

Qualifications

• Min 1 year of Inbound or Outbound customer service experience
• Fresh graduates are welcomed to apply
• Experience working under pressure
• Strong language proficiency in Japanese and English.
• High attention to detail and ability to follow SLA and escalation processes
• Strong communication and interpersonal skills.
• Results-driver with action orientation.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.