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Qualifications:
B. Minimum Relevant Work Experience
C. Minimum Skills to Hire:
D. Preferred Qualifications
Responsibilities:
A. Minimum Education Requirement
- Degree in any discipline.
B. Minimum Relevant Work Experience
- 1 year customer service.
C. Minimum Skills to Hire:
- Experience within customer services.
- Excellent leadership and communication skills.
- Ability to deal with demanding customers and escalations.
- Fast learner and able to cope in a fast-paced environment.
- Language proficiency in English is mandatory; Japanese is mandatory.
- Can work independently and has a good sense of responsibility.
- Commited to learning.
D. Preferred Qualifications
- Experience in supporting Travel accounts.
- Experience in preparing and presenting written project status reports and executive briefings.
- Phenomenal communication, presentation, and public speaking skills.
- Organizational and time management abilities.
- Critical thinking, analytical and decision-making abilities.
Responsibilities:
- Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a contact center environment.
- Make recommendations and define strategies that solve critical business problems; through both established industry best practices and creative innovations.
- Own on-time, accurate, quality analysis and reports/visualizations in tight alignment with specified project objectives.
- Package, deliver, and at times present key findings and briefings.
- Conduct evaluations to identify areas of improvement.
- Monitor, analyze & audit trainees’ performance and call out any unusual trends.
- Identify training needs by working with operations team and QA.