Complaints Handler

1ヶ月前

Tokyo Allianz ￥3,000,000 - ￥6,000,000 per year
Job details / role purpose
Conducting RCA on the client escalations
Connecting with customer for understanding concern and pacifying them
Coordinating with RSA Network/ Operation/BD team and other stake holders as and when required
Coaching agents on areas of improvements
Drive process improvement initiatives
End to end closure of escalation and close looping wherever required
Key responsibilities

Conducting Root cause analysis on RSA client Escalations via recorded and live monitoring (Calls & email audits), system checks and connecting with customer.

Coordinating with RSA Network/Operation/BD team for details and actionable
Provides continuous feedback on opportunity areas to various departments and tracks Improvement.
Analyzes performance trend from audit data and shares valuable insights
Provide coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.
Ability to handle multiple tasks at a time.
Responsible for timely closure of End-to-end escalation responses.
Works on a variety of assigned special projects & reports.
Ability to plan & prioritize work.
Must be effective and efficient working in a team environment.
Adherence to company policies

Experience of 2+years in a Quality Assurance environment in a call center. Demonstrated ability in achieving targets
Good knowledge of MS word, excel and power point
Ability to manage changing priorities, meet deadlines and adapt to a changing business environment
Excellent communication skills both written and verbal
Good problem solving& decision-making skills
Must be self-motivated, detail oriented
Experience in handling customer escalations
Graduate

The candidate needs to be in Japan . Fluent in Japanese and intermediate Business skills
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