Subject Matter Expert Japanese Speaker @ Jlpt N1

5 days ago

Cyberjaya, Malaysia Agensi Pekerjaan Pasona Sdn Bhd Full time

**SUBJECT MATTER EXPERT**

**(JAPANESE SPEAKER)**

**Industry **Shared Services / BPO

**Location **Cyberjaya

**Working Hours **24/7 shift (Morning, Afternoon and Night Shift)

**ROLES & RESPONSIBILITIES**
- 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

**REQUIREMENTS**
- Excellent verbal and written communication (Japanese) in an international process
- 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.

**Salary**: RM10,000.00 - RM11,000.00 per month

Schedule:

- Afternoon shift
- Day shift
- Night shift

Application Question(s):

- How many years of experiences as IT Executive?

**Education**:

- Bachelor's (preferred)

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