JOB DESCRRIPTION
- To assist employees with financial application issues over the phone, chats and emails in a timely manner so that they can perform their job and be productive for the firm
- Use the right tools & knowledge, provide quality of service, and stay current on support changes
- Follow established process, procedures and member firm polices while maintaining compliance
- Stay current on new deployments and system updates
- Report potential call drivers to leadership
- Maximize availability to support inbound contacts
- Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
- Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information
JOB REQUIREMENTS
- You will be fluent in Japanese (Read, Write, Speak), and you may also speak English
- Any Bachelor’s degree required
- Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
- Excellent people handling skills with expert knowledge of the contact center operations
- Excellent organization skills with the ability to multitask.
- Understand the contact center industry, client relationship, understand market trends and have a strategic mindset to grow the business and solve problems.