Process Specialist (Korean Specialist)

Job description: • Engage customers, understand their needs and translate these needs to work required, and set proper expectations about delivery time • Identify issues, carry out (RCA) Root Cause Analysis, troubleshoot and translate Customer needs and requests into work required (service identification) • Focus on resolving customer issues, not closing cases; Solve the right problem for the requestor by looking beyond the stated request to the actual needs, distinguishing between relevant & irrelevant information; adhere to business and compliance rules and professionally say no to submissions that violate those policies • Utilize a proactive approach as indicated in the model system platform, looking beyond the case to broader customer account activity and support needs • Focus on Business Outcomes and Customer Experience impacting metrics; maintain an acceptable level of performance as measured via agent certification standards • Maintain ownership and accountability of requests; leverage support from Customer Service resources as appropriate to drive resolutions while minimizing requestor effort; understand when to seek guidance and team with agents across the globe to solve problems • Collaborate with cross-functional partners, and vendor representatives, along with other resources, in support of successful customer outcomes • Identify issues, carry out (RCA) Root Cause Analysis on cases that don’t meet expectations, and implement process fixes (in conjunction with Process Owners) to prevent future occurrences • Share tacit knowledge gained through customer interactions via the KM contribution approach so that the entire team can leverage the knowledge • Focus on process improvement and automation opportunities via identification, qualification, and development of improvement ideas in conjunction with staff. Requirements: • Exceptional communication skills, including rapport building, use of customer-centric language; demonstrating appropriate urgency; Active listening skills, questioning, driving understanding and clarification of customers’ needs • Excellent business Korean and English comprehension and communication skills, including the ability to conduct professional phone conversation in require languages • Advanced Proficiency level in written English and Korean for business communication • Advanced Transactional skills • Excellent verbal and written business communication skills in any other contracted language, where applicable • Ability to handle difficult situations, diffuse customer conflict by showing empathy; properly enforce business rules that must be followed, and offer alternative solutions where appropriate • Quick learner who easily applies problem-solving, critical thinking, analysis skills, and troubleshooting • Flexible and adaptable to adjust as the business evolves; able to implement changes quickly and effectively • Detail-oriented with the ability to process complex transactions • Self-motivated and driven to succeed with natural curiosity, initiative, and tenacity to drive issues to closure • Ability to engage and facilitate activities of others, follow up to understand status, and help to course-correct to meet the expected delivery date • Excellent time management skills, ability to juggle multiple tasks while maintaining composure • Computer literacy, including experience with case management systems, email, chat, and Windows-based applications; ability to effectively navigate multiple systems at once to accomplish a task • Intermediate MS Office skills, Intermediate to Advanced MS Excel skills, including V-lookup, Pivot tables, and formulas