Client Service Analyst - APAC Payments Solution Center (Japanese Bilingual)

JPMorgan Chase & Co.; Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading financial services company is looking for a Client Service Analyst in Manila to enhance client satisfaction by delivering excellent service and resolving inquiries. The role requires strong communication skills in English and Japanese, along with experience in customer support. You will handle client interactions, manage issues efficiently, and contribute to service quality improvement initiatives.

Qualifications

• Minimum of 2 years of customer service experience in a call center environment.
• Exceptional verbal and written communication skills in English and Japanese.
• Flexibility to adjust work schedule within APAC shift.

Responsibilities

• Provide email and telephone support to customers regarding accounts and transactions.
• Resolve customer issues while maintaining a high level of service.
• Escalate unresolved issues following internal guidelines.

Skills

Communication

Analytical Skills

Problem-Solving

Customer Service

Job description

The Client Service group is responsible for the day-to-day operations, client service delivery and management as well as oversight of key controls.

As a Client Service Analyst within the Payments Solution Center team, you will play a crucial role in ensuring that our external and internal clients receive best-in-class service every day. You will be the primary point of contact for clients, taking full responsibility for their experience and acting as their advocate within the organization. Your ability to resolve service issues promptly and effectively will be key to maintaining and enhancing client satisfaction.

Job responsibilities:

• Provide responsive email and telephone hotline support to both internal and external JP Morgan customers, addressing inquiries related to their accounts and transactions.
• Maintain a high level of expertise in Treasury Services (TS) products and technical applications to effectively assist customers.
• Resolve customer issues and queries with a focus on delivering exceptional customer service.
• Collaborate with support functions and other business units to ensure timely and satisfactory responses to customer inquiries.
• Contribute to managing overall service levels for phone and email support, ensuring consistent quality.
• Take ownership of customer complaints, ensuring they are escalated appropriately through the sensitive client process.
• Escalate unresolved issues in accordance with the guidelines outlined on the Policy & Procedure website.
• Participate in ad-hoc initiatives aimed at enhancing service quality, creating efficiencies, or improving the client experience.

Required qualifications, skills and capabilities:

• Exceptional verbal and written communication skills in both English and Japanese.
• Minimum of 2 years of customer service or product support experience in a call center environment.
• Strong analytical and problem-solving abilities.
• Flexibility to adjust work schedule within the APAC shift.
• Ability to prioritize tasks, manage multiple responsibilities, and perform well under pressure in a team setting.
• Self-motivated and capable of working independently without close supervision.
• Quick adaptability to new products and technologies.
• Detail-oriented, thorough in reviewing information, and committed to following through to resolution.
• Proficient in various desktop and internet-based applications.

Preferred qualifications, skills and capabilities:

• Knowledge on USD Clearing/SWIFT, cheques and international payment conventions/practices is a plus

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.