Ensures highest standard of service delivery on personalized phone services to our customers
Resolves customer complaints and problems to the satisfaction of the customer
Educates the customer about the Bank’s products and services and directs them accordingly toward available resources for self-help
Completes accurately the necessary documentation to manage customer complaints, issues and subsequent solutions
Alerts management of issues that require escalation for complete resolution
Acts on any required customer follow-up in accordance with the Contact Centre guidelines
Enters customer data and other relevant information into the systems as required completely and accurately
Proactive participation in process improvements and initiatives for increased effectiveness
Uses technology and system tools as directed and within established guidelines
Maintains confidentiality of the Bank’s customers and data
Ensures knowledge is up-to-date by participating in individual and team trainings and meetings, and accessing the updated documentation in the knowledge management system
Provides constant feedback from customers to support improve the service delivery
Possess good command of written and spoken English and Japanese
Recognized Degree/ Diploma in any discipline
Minimum 2 years’ experience. Fresh graduates are also encouraged to apply
Experience in Contact Centre, Banking or Customer Service environment will be an advantage
Possess a positive mindset with a “CAN-DO” attitude and passion to delivery quality service
Possess a pleasant voice, excellent communication skills and work etiquette
Resourceful, proactive, attentive to details and a good team player
Proficient in PC skills including MS Office applications
Ability to work on staggered/rotational shifts including weekends and Public Holidays
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Our more than 733,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.