Contact Centre Customer Operations Agent in Japan

  • Customer Service
  • Full time
  • Email

Overview of Role:
We are looking for people who are hard-working, motivated, driven and of course fun! As the Contact Centre Customer Operations Agent, you will be responsible for delivering a variety of services and tasks each day. You will be required to take calls from a range of National Pen customers querying their accounts, delivery issues, bill payment, while also identifying upselling opportunities to general customer service requests.

In doing so, you will provide our customers with an incredible service, whilst establishing long-term customer relationships. Overall service responsiveness to accounts, utilizing your written, verbal communication, and presentation skills, using creativity to solve problems is the key to building long-term relationships.

What you will do:
- Provide our customers with friendly, positive, and efficient customer service through:-
- Being the first point of contact to handle customer queries
- Providing accurate responses in a quick and helpful manner
- Responding professionally to inbound calls and emails in line with a call schedule
- Documenting reasons for calls and emails and steps taken to resolve queries
- Appropriately researching and investigating cases to determine how best to resolve concerns in line with customer service policies
- Identifying where issues may need to be escalated to a more experienced member of the team
- Proactively provide customers with expert advice to educate them on the products and special offers we offer and match customer needs
- Conduction follow up calls with existing customers orders, ensuring all details are accurate
- Identifying opportunities to upsell products and special offers during customer calls
- Answer questions pertaining to billing queries, pricing of products, and service complaints
- Manage complex payment issues and resolve within outlined service level agreements
- Negotiating with customers regarding payments and payment structures
- Assist in improving accounts receivable service delivery and efficiency
- Compose accurate responses to customer emails
- Always look to meet or exceed your KPIs and performance targets
- Maintain and promote a positive attitude while meeting goals and targets
- Document information captured through customer contacts to support product and service improvements, marketing campaigns, and quality improvements
- Communicate all relevant customer feedback to team leaders to facilitate on-going improvements in our service
- Communicate regularly and effectively with your team and other company departments
- Establish and maintain positive working relationships with peers and team management

What we need from you:
- Fluent Japanese speaker with business level English
- Experience working in a customer-centric role and providing excellent customer service
- Ability to work to key weekly targets
- Excellent communication and interpersonal skills - ability to communicate clearly and professionally with our customers both over the phone and in writing
- Desire to provide superior customer service with patience and empathy
- Resilience- enjoys working in a fast-paced environment and remains optimistic in challenging times
- Takes ownership and responsibility for issues and uses initiative to deliver practical solutions
- Eye for detail and organization - someone who looks to get it the right first time and pursues quality in accomplishing tasks whilst achieving key targets
- Builds positive relationships within and across teams
- Effective influencing, persuasion, and negotiations skills
- Flexibility to work across teams as needed

Salary: TBD   

National Pen

We're dedicated to providing the best promotional products, no matter your location. That's why we have multiple locations, with our National Pen headquarters in California, our European headquarters in Ireland, and our Perfect Pen brand in Canada.