**Role**:Customer Service Executive**Timings**:Rotational Shifts (Permanent)**Industry**:BPO**Work Mode**:Work from office**Functional Area**:ITES / BPO / Customer Service**Process**:VoiceKey Skills: Japanese language- OverviewThe CSS will be the primary contact for customers using the client's website shopping channel.The CSS lives the values of our client which are:- 1. **Responsibility**: The CSS represents the client and is the face of the brand to the outside world.2. **Quality and a Passion for Excellence**: We always want to shoot for the best possible result.The CSS is expected to project a professional company image through various communication channels.**Qualifications**:**Education background**:- Bachelor's Degree or at least Diploma or equivalent in any discipline.- Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)**Work experience**:- Minimum of 6 months work experience in customer support in any industry.- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field- Call centre experience is not a 'must' but would be a distinct advantage.**Required Interpersonal Skills**:- Customer Service orientation.- Customer Results/Solutions focussed.- Customer Expectations Management.- Active Listening Skills.- Ability to handle queries and objections in a professional manner.- Passionate about communication and interacting with people is key to success in this role.- Able to receive continuous feedback and work in a fast-paced working environment.- Positive attitude and willingness to learn and go the 'extra mile' for self-improvement.- Emotional intelligence and ability to stay calm when customers are stressed or annoyed.- Good reasoning and analytical skills.- Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.- **Must be able to speak, read and write in Japanese****Technical Skills**:- Minimum typing speed of 40wpm with a 90% accuracy score.- Computer literate and fully conversant in Microsoft Windows and Microsoft Office**Responsibilities**:**Overview of CSS Role**:- CSS represents the brand, the culture, and the values of the client- Your attitude and how you behave will determine how our client is perceived by its customers- It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times- Customer concerns must be handled positively and professionally- Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers**Responsibilities and Accountabilities**- Support customers to place online orders with the client.- Processing payments and confidential client information in a manner that is precise and safeguards the customer's personal and financial payment data at all times.- Pro-actively support customers to mitigate the risk of damage to the client's brand and customer loyalty.- Identify and escalate priority issues through appropriate channels as and when necessary.- Works harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.- Maintains and improves quality of service by sharing suggestions and recommendations.- Keeps job knowledge and skills up to date by attending training and continuously learning.- Meets all key performance indicators set by the company and client.- Adheres to the policies and procedures set by the company and client.
