Japanese Speaking Sme

1 week ago

Selangor, Malaysia Pasona Malaysia Full time

**Job ID**

**22805**

**Position Title**
- Japanese Speaking SME

**Industry**
- Call Center/BPO/Shared Service
- ・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- ・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

**Salary**
- 8000~9500 (RM)

**Location**
- Selangor

**Requirements**:

- 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.

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