JOB DETAILS

JOB DETAILJob Details

・ 100% Adherence to Business Rules, Standard processes and procedures

・ Stay updated with new updates, process changes and updates.

・ Conduct product knowledge briefing and resolution on live contacts to team members

・ Ensure that team members are updated with latest process updates

・ Communicate with associate to resolve any process issues/data.

・ Maintain Exemplary Attendance and Punctuality

・ Assist TLs to monitor/manage agent’s queries, productivity and attendance

・ Escalate any identified risks in operations to the immediate lead as applicable.

Key Deliverables (KRA Measure)
・ Meet targets for major process KPIs like CSAT, AHT as per process defined norms

・ Self call taking 2 hours per week

・ Ensuring process PKQ once in a month along with his own/her own.

・ Self-performance on Customer satisfaction

REQUIRED WORK EXPERIENCERequired

✓ Excellent verbal and written communication (Japanese) in an international process

✓ Candidate must be college or vocational school graduates or possess comparable work experience

✓ Ability to coach end to end people process components to deliver premium customer experience.

✓ Should be open to learn new things and keep him/herself updated always

✓ Shows flexibility/ownership & works under pressure situation.

✓ Ability to work within challenging environment with tight delivery timelines.

✓ Willingness to work in any shift.