DE033355-Japanese Customer Service Sr Analyst

Accenture in the Philippines; Muntinlupa; Hybrid; PHP 480,000 - 800,000; Full time

Job summary

Accenture in the Philippines is seeking a Japanese Customer Service Sr Analyst to join our hybrid team in Muntinlupa. You will lead small-to-mid scale workstreams, supervise staff, and ensure compliant, timely delivery of customer service projects.

Must hold Japanese N2/N1, with at least 2 years’ experience and the ability to operate in Japanese only, no domain. Open to undergraduates; supervisory experience is a plus.

Qualifications

• Japanese N2/N1 proficiency.
• At least 2 years of work experience.
• Japanese language only, no domain.
• Open to college undergrads.
• Supervisory experience is a plus.

Responsibilities

• Lead low to medium complexity workstreams on projects under senior leadership.
• Support day-to-day operations and monitor team performance.
• Ensure compliance with contractual and regulatory standards and report issues quickly.
• Provide leadership, mentoring, and supervision of staff.
• Report data breaches or fraud to Compliance and assist with follow-up investigations.
• Perform Root Cause Analysis for performance deviations.
• Escalate unresolved issues to management.
• Communicate risks and mitigation plans to stakeholders clearly.
• Ensure timely, high-quality project deliverables and QA processes.

Skills

Japanese language proficiency

Customer service

Communication skills

Education

College undergraduates welcomed

Job description

Eligibility

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 progress 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

Other

Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/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