Japanese Customer Operations Agent in Dundalk, Louth, Ireland

National Pen Direct Employer

Job Title: Contact Centre – Customer Operations Agent
Required Language: Japanese
Report to: Contact Centre Supervisor
Location: Dundalk, Co Louth

Overview of Role:


We are looking for people who are hard-working, motivated, driven and of course fun! As the
Contact Centre Customer Operations Agent you will be responsible for delivering a variety of
services and tasks each day. You will be required to take calls from a range of National Pen
customers querying their accounts, delivery issues, bill payment, while also identifying
upselling opportunities to general customer service requests.
In doing so, you will provide our customers with an incredible service, whilst establishing
long-term customer relationships. Overall service responsiveness to accounts, utilizing your
written, verbal communication and presentation skills, using creativity to solve problems is
the key in building long term relationships.

What you will do:


Provide our customers with a friendly, positive and efficient customer service
through:-
o Being the first point of contact to handle customer queries
o Providing accurate responses in a quick and helpful manner
o Responding professionally to inbound calls and emails in line with call
schedule
o Documenting reasons for calls and emails and steps taken to resolve queries
o Appropriately researching and investigating cases to determine how best to
resolve concerns in line with customer service policies
o Identifying where issues may need to be escalated to a more experienced
member of the team
Proactively provide customers with expert advice to educate them on the products
and special offers we offer and match customer needs
Conduction follow up calls with existing customer’s orders, ensuring all details are
accurate
Identifying opportunities to upsell products and special offers during customer calls
Answer questions pertaining to billing queries, pricing of products, and service
complaints
Manage complex payment issues and resolve within outlined service level
agreements
Negotiating with customers regarding payments and payment structures
Assist in improving accounts receivable service delivery and efficiency
Compose accurate responses to customer emails
Always look to meet or exceed your KPIs and performance targets
Maintain and promote a positive attitude while meeting goals and targets
Document information captured through customer contacts to support product and
service improvements, marketing campaigns and quality improvements
Communicate all relevant customer feedback to team leaders to facilitate on-going
improvements of our service
Communicate regularly and effectively with your team and other company
departments
Establish and maintain positive working relationships with peers and team
management


What we need from you:


Fluent Japanese speaker with business level English
Experience working in a customer centric role and providing excellent customer
service
Ability to work to key weekly targets
Excellent communication and interpersonal skills - ability to communicate clearly and
professionally with our customers both over the phone and in writing
Desire to provide superior customer service with patience and empathy
Resilience- enjoys working in a fast paced environment and remains optimistic in
challenging times
Takes ownership and responsibility for issues and uses initiative to deliver practical
solutions
Eye for detail and organisation - someone who looks to get it right first time and
pursues quality in accomplishing tasks whilst achieving key targets
Builds positive relationships within and across teams
Effective influencing, persuasion and negotiations skills
Flexibility to work across teams as needed

About National Pen


At National Pen we provide high value promotional products for businesses and
professionals by providing expert knowledge and effective promotional products.
With a workforce from over 30 different countries with 19 working languages, we provide a
very diverse and multi-cultural environment with on-going training to provide you with the
tools to be successful.
_________________________________________

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