JOB DETAILS

JOB DETAILJob Details

・Responsible for the day-to-day operational management of the Service Request

・Responsible to manage SLAs for Service Request

・Organizing weekly collaboration meeting with client

・Follow-up on actions owned by GSD-SRM

・Prepare performance data for monthly performance meeting with client

・Participate in internal collaboration meeting and provide updates/input relevant to SRM

・Organize internal team huddles to provide process updates and ad-hoc requests

・Support SME for the escalated matters on trainings

・Provide real-time monitoring for emails/Google Chats

・Focus on building good working relationships within the team, FR-GSD members, and other Fulfillment Groups

・Attend knowledge transfer meetings with Client where applicable

・Drive knowledge transfer within the team

・Provides a leadership role in identifying the root cause of problems during the Root Cause Analysis (RCA) of agent mistakes, complaints, and dissatisfied surveys results

・Work together with Client and internal team in completing the follow-up actions from RCAs

・Work together with CSI Lead for CCMS (Complements and Complaints Management System) cases related to SRM

・Work together with CSI Lead for Standard Operating Procedures (SOP) updates relevant to SRM operations

・Work together with Supervisors for Agent Feedback

・Participates in global process improvement projects depending on scope and scale

・Identifies areas for improvement in both the customer and agent experience

・Support client and internal automation team on activities related to RPA initiatives

REQUIRED WORK EXPERIENCERequired

✓ Must have at least 3-5 years in relevant experience

✓ Speak fluent Japanese language. Obtained JLPT N2 and above. Able to communicate with Japanese related to business matter.