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Title:  Customer Service Rep

Requisition ID:  26075
City:  Yokohama
Country/Region:  JP

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Associate: Voice - 70% Non-Voice - 30% 
shift Timings: 9:00 AM to 6:00 PM Japan Time , needs to work on weekends and some schedules will be 8:30 AM to 5:30 PM or 8:00 AM to 5:00 PM
Education: Graduate/Undergraduate(Preferably)
Experience: 1-2 year experience in customer call center is mandatory (the busier call center you experienced, the better). BPO experience is preferred
Order Management experience is preferred
Must Have Skills: 

Technical skills
• Basic MS-Excel skills.
• Familiarity of MS office tools: outlook, internet
• Good writing and comprehension skills

Behavioral skills
• Independent and responsible attitude toward jobs, dealing with unknown situations on your own
• Ability to learn on your own initiative
• Tolerance toward busy environment with many calls and emails
• Flexibility on working schedule
• Ability to overlook entire workplace and take proactive measures
• A clear focus on superior customer service and continuous business performance improvement
• Experience in analysing performance metrics and managing proactively for continuous improvement
• Demonstrated capacity to apply statistical measures to workflows and performance monitoring
• Outstanding communication skills, both verbal and written
• Task and goal-orientated, with high energy levels and strong attention to detail
• Capable of prioritising issues, and working with a sense of purpose and ownership
• Analytical, with strong problem-solving skills
 

 

Job Description

Customer Inquiries Handling
• Handle inquiries from customers via email and phone

Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained. 
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management 

Post Deal booking customer service 
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.

Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
 

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Customer Inquiries Handling
• Handle inquiries from customers via email and phone

Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained. 
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management 

Post Deal booking customer service 
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.

Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
 

͏

Customer Inquiries Handling
• Handle inquiries from customers via email and phone

Order Management
• Sales Order Entry & Processing
• Action Sales Orders by following step by step processes documented in client provided SOPs
• Respond to and resolve enquiries, complaints or requests via internal stakeholders, ensuring a high level of customer service is maintained. 
• Monitor the order process to identify and explore opportunities to improve processes and customer experience, and Ensure contracts are price indexed and/or extended in line with relevant Terms & Conditions
Deal Management 

Post Deal booking customer service 
• Provide advise our B2B Sales and Service teams on contracts that are outside of the normal processes.

Quote creation and quote support activities
• Ensure non-standard terms and conditions are approved and communicated
• Activation of Service & Lease Contracts
• Manage extension, upgrades and terminations of service contracts
• Invoice genration & presentment
 

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Deliver
 

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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