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Finance Service Desk - Japanese Speaker

Keywords / Skills : Finance Service Desk, Service Desk, Helpdesk, Service desk analyst, Technical helpdesk, Call Coordinator, finance service

Posted: 2019-09-20

Industry
ITES/BPO
Function
IT
Role
Customer Service Executive
Posted On
20th Sep 2019
Job Ref code
18965
Job Description
Job Description :

Country: Malaysia

Location: Selangor

Function: Finance

Level: Experienced Professional

Appointment Type: Permanent

Important : Japanese language written and spoken is mandatory
PURPOSE STATEMENT:
Provide quality service in the management of customer requests and problems and perform timely reporting and analysis of service delivery performance. In addition, to evaluate customer feedback and communicate with Process teams to ensure service offerings are in line with the agreed Service Level Agreement (SLA) and to assist in quality management and continuous improvement process.

PRINCIPAL ACCOUNTABILITIES:
Customer Service
  • Develop a sound understanding of the services provided to the business and the impact of service delivery failures
  • Proactively liaise with business customers when incidents or problems arise, assessing the business impact with the customer, and obtaining their approval for significant recovery decisions
  • Act as point of contact for overall service issues including quality of service and repetitive incidents
  • Ensure timely query resolution by APFSS teams and demand prioritization
  • Operate the Helpdesk, resolving customer queries/concerns via the telephone, e-mail, intranet in a timely manner
  • Escalate unresolved problems to appropriate Process teams

Quality Management and Continuous Improvement
  • Assist in implementing and monitoring quality management system (plan, templates, policies and procedures, etc.)
  • Communicate and create awareness on quality management system
  • Assist in performing quality audit of internal methods and processes
  • Assist in performing quality assurance review of internal and external programs

Knowledge, Skills & Experience
Education / Experience
  • Degree or Diploma in Mass Communications, Business Administration, or other business related fields.
  • Able to communicate (read & write) in Japanese

Functional
  • Basic knowledge in procurement, finance and accounting
  • Understanding of customers; industry and business processes
  • Understanding of Service and Quality processes and practices
  • Basic knowledge of SLAs, service baseline, metrics and reporting methods
  • Basic understanding of and/or experience in the development of Operations and Quality Control Manuals

Interpersonal
  • Customer relationship management skills
  • Ability to be customer focused and service driven
  • Strong influencing skills
  • Strong selling and negotiation skills

British American Tobacco is one of the worlds leading multinational companies, with brands sold in over 200 markets, made in 44 factories in 42 countries.
We are proud that we are consistently among the top 5 companies on the London Stock Exchange.
Our portfolio includes our world-famous Global Drive Brands Dunhill, Kent, Lucky Strike, Pall Mall and Rothmans along with many other leading international brands, such as Vogue, Peter Stuyvesant and State Express 555.
Alongside our traditional tobacco business, we are also developing products that offer consumers potentially less risky alternatives to regular cigarettes. Our Next Generation Products are already leading the way in the Industry of vapour and tobacco heating devices. We continue to develop a solid portfolio of consumer solutions which already include well known global brands like Vype, glo and Voke.

Contractual Legal Entity: BAT Aspac Svc Centre S.B. (MY51)

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