One of the top and largest IT Company from Japan that offers a wide range of software products and services. They are currently having their contact center in the Philippines that offer wide range of services also from Information technology, software , technical support and customer service.
• Native Japanese or someone with Native level of proficiency
• Graduates or Undergraduates with good background
• Preferably with work experience in Service Desk
• At least 3 years managerial experience
• A leader and a team player at the same time
• Has strong delivery and people management skills
• Able to cope and thrive in a fast-paced and diverse environment
• With good communication, negotiation and facilitation skills
• Maintain good customer relationship and satisfaction.
• Report issues and provide corresponding actions or solutions
• Work with Operations Managers to meet the goals and achievement of the company
• Explain and operate capacity and target together with the customer ensuring compliance to agreed goals
• Provide management reports on operations , escalating issues as required and proposing process improvements
• Participate in standardization programs in the organization
• Ensure that all customer concerns are understood and provide resolution
• Ensure proper coverage is maintained by support teams to customer deliverables
• Characterize and control technical support policies and procedures.