DE033355-Japanese Customer Service Sr Analyst

Accenture; Muntinlupa; Hybrid; PHP 550,000 - 900,000; Full time

Job summary

Accenture Philippines in Metro Manila, Muntinlupa is seeking a Japanese Customer Service Senior Analyst for a hybrid role. You will lead small to mid-size workstreams, mentor staff, and ensure delivery against client requirements while adhering to quality and compliance standards.

The role requires Japanese N2/N1, at least 2 years of experience, and openness to undergraduates. You will collaborate with cross-functional teams, manage incidents, and help uphold SLAs and data privacy.

Qualifications

• Japanese language proficiency required (N2/N1).
• Minimum 2 years of work experience in a related role.
• Open to college undergraduates.
• Supervisory experience is a plus.

Responsibilities

• Leads low to medium complexity workstreams on projects under a Senior Lead.
• Assists Operations Customer Contact Manager in day-to-day operations and team performance.
• Ensures contractual and regulatory compliance by applying requirements and standards.
• Provides leadership, mentoring, and supervision of staff.
• Reports data breaches or fraud to Compliance on discovery and follows up as needed.
• Performs Root Cause Analysis for performance deviations.
• Escalates issues to management when unresolved at project level.
• Manages cross-segment issues, risks, and stakeholder expectations.
• Reports and manages project release status to sponsor and stakeholders.
• Delivers end-to-end solutions with quality through strong team communication.
• Ensures adherence to QA processes and timely reviews/transitions.
• Mentors resources to improve productivity and skill gaps.
• Develops knowledge of customer environments and SLAs.
• Maintains understanding of customer needs and high satisfaction levels.
• Seeks opportunities to improve knowledge and skills via coaching feedback.
• May promote client products to meet customer needs.

Skills

Japanese language N2/N1

2+ years work experience

Open to college undergrads

Supervisory experience (nice to have)

Education

College undergraduate

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---POSITION TITLE: Japanese Customer Service Sr Analyst WORK SETUP: Hybrid

RESPONSIBILITIES

• Leads low to medium complexity workstream on a project under the direction of a more Senior Lead
• Assists the Operations Customer Contact Manager in overall day-to-day operations through effective monitoring and management of team performance
• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations, and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department
• Provides leadership, mentoring, and supervision of staff
• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow up investigation as needed
• Performs Root Cause Analysis (RCA) for performance deviations
• Leads low to medium complexity workstream on a project under the direction of a more Senior Lead
• Escalate issues to management which cannot be resolved at the program project level
• Ensure resolution of cross segment team project issues, risks, and our conflicts and stakeholders clearly understanding on what risks will or will not be mitigated
• Report and manage overall project release status back to the project sponsor and stakeholders
• Take responsibility for end-to-end solution delivery, ensuring timely delivery of high-quality project deliverables through effective team communications and focus on quality including but not limited to all change requests
• Ensure that the project team follows all quality assurance processes, including periodic reviews and transitions
• Mentor and provide guidance to project resources to continually improve program project productivity
• Proactively assign work and provide instructions, advice and technical business leadership and guidance to project staff review work in a timely manner and assess completed work for accuracy, required results, and quality
• Develops and maintains knowledge of the customer and customer specific business environment
• Develops and maintains an understanding of customer Service Level Agreements and departments product s key performance requirements
• Demonstrates an understanding of the customer s business needs or market and maintains high customer satisfaction ratings
• Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
• May promote client products and services by suggesting additional or alternative products to meet customer’s needs

OTHERS:Project Shift Schedule: Night ShiftProject Rest Day: Weekends OffProject/Team Location: Muntinlupa Axis One

SKILL AND QUALIFICATIONS

• Japanese N2/N1
• At least 2 years’ work experience
• Japanese language only, no domain
• Open to college undergrads
• Good to have only - supervisory experience

Equal Employment Opportunity Statement

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