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Subject Matter Expert (Japanese)

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00667993

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- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Jobs description
  • Coordinates individual and team work assignments
  • Monitors work load balancing or queue management
  • Supports high quality work through a positive environment
  • Monitors team members performance with the focus on improvement
  • Ensures individual and team service levels are met or exceeded
  • Assists in reviewing daily, weekly and monthly service levels and provides recommendations for improvements
  • Front line contact for questions or issues surrounding service levels
  • Participates in providing feedback to the Quality team for improvement suggestions
  • Works with auditing resources on individual and team error trends
  • Ensures timely feedback is provided to individuals and teams on quality issues, changes or trends
  • Assists in the creation of Performance Improvement Plans (PIPs) for Team Members not meeting expected production or quality targets, monitors program for a defined period
  • Provides suggestions to Management on unit performance, including motivation tactics, incentive programs and performance rewards
Skills and Requirement
  • Should have previous team management or people management experience
  • Should have basic understanding of Customer Service / BPO Industry
  • BPO / Customer Service Industry experience is a must
  • Should be well versed in Japanese Business Email Writing Skills
  • Familiarity with online advertising products and social media
  • Fluency in English
  • Flexible and quick learner, able to adapt to continuously evolving needs to help clients grow their business
  • Focus on delighting project and clients by people and metrics
  • Strong soft skills: Presentation Skills, Written Communication, Self-Confidence, Dealing with Complexity
  • Demonstrate speed, agility, critical-thinking, and problem-solving skills, ability to ramp up quickly
  • Self-driven with attention to detail and follow-through
  • Ability to multi-task and work under pressure
  • Excellent communication skills: verbal, written, listening skills
  • Leadership skills and ability to be professional on a client engagement.
 
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
 
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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