Japanese Customer Service or Sales Agent

Job Title: Contact Centre – Customer Operations Agent
Required Language: Japanese
Report to: Contact Centre Supervisor
Location: Dundalk, Co Louth
Overview of Role:
We are looking for people who are hard-working, motivated, driven and of course fun! As the Contact Centre Customer Operations Agent you will be responsible for delivering a variety of services and tasks each day. You will be required to take calls from a range of National Pen customers querying their accounts, delivery issues, bill payment, while also identifying upselling opportunities to general customer service requests.
In doing so, you will provide our customers with an incredible service, whilst establishing long-term customer relationships. Overall service responsiveness to accounts, utilizing your written, verbal communication and presentation skills, using creativity to solve problems is the key in building long term relationships.
What you will do:
 Provide our customers with a friendly, positive and efficient customer service through:-
o Being the first point of contact to handle customer queries
o Providing accurate responses in a quick and helpful manner
o Responding professionally to inbound calls and emails in line with call schedule
o Documenting reasons for calls and emails and steps taken to resolve queries
o Appropriately researching and investigating cases to determine how best to resolve concerns in line with customer service policies
o Identifying where issues may need to be escalated to a more experienced member of the team
 Proactively provide customers with expert advice to educate them on the products and special offers we offer and match customer needs
 Conduction follow up calls with existing customer’s orders, ensuring all details are accurate
 Identifying opportunities to upsell products and special offers during customer calls
 Answer questions pertaining to billing queries, pricing of products, and service complaints
 Manage complex payment issues and resolve within outlined service level agreements
 Negotiating with customers regarding payments and payment structures
 Assist in improving accounts receivable service delivery and efficiency
 Compose accurate responses to customer emails
 Always look to meet or exceed your KPIs and performance targets
 Maintain and promote a positive attitude while meeting goals and targets
 Document information captured through customer contacts to support product and service improvements, marketing campaigns and quality improvements
 Communicate all relevant customer feedback to team leaders to facilitate on-going improvements of our service
 Communicate regularly and effectively with your team and other company departments
 Establish and maintain positive working relationships with peers and team management
What we need from you:
 Fluent Japanese speaker with business level English
 Experience working in a customer centric role and providing excellent customer service