Commercial Cards Customer Service Analyst (Officer) - JPN - Services Operations

The key objective of this role is to ensure effective, robust & proactive operation of Commercial Card Customer Service. Customer Service Officer is responsible for handling customer inquiries by phone and resolving them within SLA timeframe. This person is responsible for assisting with client implementation activities, improving processes to meet client needs and maintaining client satisfaction by responding to problems in a timely manner. This person will work independently and efficiently to achieve high levels of productivity while ensuring best business practices are being utilized.

Responsibilities:

• Gain sufficient knowledge on Commercial Cards product features, operational and technology aspects and clients.
• Investigate all incidents received via phones, log them into investigation tracking system, updating the case progress, and tracking the case to closure.
• Act as liaison between clients and Operations for problem identification and resolution.
• Maintain client satisfaction by responding to and resolving problems quickly, focusing on First Touch Resolution
• Ensure that the cases are resolved within predefined standard turnaround time.
• Exhibit exceptional follow up skills through direct communication with business partners and clients via multiple communication channels which include outbound calls and emails.
• Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues.
• Escalate issues to the next level of support when necessary.
• Promote self-service as the number one priority – implement ideas to promote self-service and reduce call volumes and emails volumes coming into the call center.
• Act as a client advocate and having an end-to-end ownership to client issues.

Qualifications:

• 5+ years of experience of customer service, ideally in a call center setting
• Financial services knowledge, especially Card business a distinct advantage
• Strong Client Orientation
• Problem Solving & Analysis skills
• Energetic & resourceful to investigate issues and own until resolution
• Team Player with demonstrated abilities to take ownership and solve complex problems
• Keen eye for detail
• Able to work under pressure and meet tight deadlines
• Advanced knowledge of Microsoft Office products preferred
• Excellent communicator in both English & Japanese

Language Skills:

• Bi-Lingual
• Japanese – Native / Advanced level (Read, Write, Speak fluently)
• English – Advanced level (Read, Write, Speak fluently)

Education:

Bachelor’s/University degree or equivalent experience

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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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