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Finance Service Desk - Japanese Speaker

Posted: 2019-10-09

Industry
ITES/BPO
Function
IT
Role
Customer Service Executive
Posted On
9th Oct 2019
Job Ref code
21506
Job Description
Job Description :

Country: Malaysia

Location: Selangor

Function: Finance

Level: Non-management

Appointment Type: Permanent

Mandatory - Fluent in Japanese Language (write & speak)
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.

Customer Services
  • 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, and fax in a timely manner
  • Escalate unresolved problems to appropriate Process teams


Service Management
  • Update Service Management Framework that includes service measurement process and service management reporting structure
  • Assist in developing monthly service management reports
  • Document formal review meetings with business customers
  • Assist in maintaining service definitions with the customers, using agreed Service Level Agreements (SLA) change process, and ensure that they clearly reflect the customers requirements and relevance to the contract
  • Assess, with the customer and internally, the implications of any changes to service level requirements
  • Facilitate resolution of complaints/issues affecting customer relationship in coordination with relevant APFSS organisational units
  • Maintenance of customer satisfaction levels in areas covered by SLA


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

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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