Job Summary

Process Manager - CC plays a pivotal role in ensuring the seamless execution of customer care processes, driving team performance, and maintaining high standards of service excellence. This position is responsible for end-to-end account management, focusing on process adherence, client relationship management, and effective operational oversight to achieve organizational objectives and enhance customer satisfaction.

Key Responsibilities

Roles and Responsibilities:

• Answer customer's queries via customer calls, emails, chat
• Resolve customer requests such as; checking product availability for a certain point in time, order status, request for a price quotation, request for information about account status and outstanding payments, and request an account statement, a copy of an invoice, or delivery document.
• Coordinate other departments such as Order management, collections dispute, and cash application team to resolve a customer inquiry.
• Process account receivable related to finance functions as required.
• Adhere to TAT and currency and manage queues and inquiries as per agreed metrics.
• Report out daily performance and update all performance and update all performance logs abilities.

Skill Requirements

Qualification :

• Good communication skills with good command in English
• Fluency in third languages ; Japanese JLPT Certificate L3/L2
• Good analytical skills and problem-solving
• Good listening and comprehension abilities
• Multitasking and ability to coordinate with multiple stakeholders

Can do attitude and flexible with scope of works

Other Requirements

1. Optional But Valuable Certifications In Project Management Professional (Pmp) Or Agile Certified Practitioner (Pmi-Acp) Are Recommended For This Position