Job Roles:
Customer Inquiries Handling
• Handle inquiries from customers via email and phone
Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained.
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management
Post Deal booking customer service
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.
Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
• Process Knowledge
• SAP Knoweldge
Must have skills & Education:
Technical skills
• Basic MS-Excel skills.
• Familiarity of MS office tools: outlook, internet
• Good writing and comprehension skills
Behavioral skills
• Independent and responsible attitude toward jobs, dealing with unknown situations on your own
• Ability to learn on your own initiative
• Tolerance toward busy environment with many calls and emails
• Flexibility on working schedule
This would be a Work from office setup, and you are requested to report to office 5 days a week (Yokohama Landmark Tower)
Your work shifts shall be 8 AM, 8:30 AM, 9 AM.
You are requested to work on weekendsNational holidays as well, and if your roaster is assigned for weekend, you will have to work from office as well.
The roster can be all weekends for the month, or it can be 1 weekend for the month. It will be rotational every month. so, this means employee will be assigned a work schedule that contains weekend and Holidays for the entire month or nothing at all.
• Ability to overlook entire workplace and take proactive measures
• A clear focus on superior customer service and continuous business performance improvement
• Experience in analysing performance metrics and managing proactively for continuous improvement
• Demonstrated capacity to apply statistical measures to workflows and performance monitoring
• Outstanding communication skills, both verbal and written
• Task and goal-orientated, with high energy levels and strong attention to detail
• Capable of prioritising issues, and working with a sense of purpose and ownership
• Analytical, with strong problem-solving skills
BPO experience is preferred
Order Management experience is preferred
1-2 year experience in customer call center is mandatory (the busier call center you experienced, the better).
Graduate/Undergraduate(Preferably)
Japanese native
Order Management-Level 1