Sales Operations - Inbound Customer Service (Japanese Speaking)

Job Responsibilities:

• 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