Industry: Financial
AVERAGE Annual Salary: 7,000,000 yen
Japanese: 5 - native
English: 3 - good
DESCRIPTION:
POSITION SUMMARY
The global client support group works with locally deployed client service experts to develop and deliver the support model for issuers, acquirers, processors and merchants worldwide. This includes day-to-day operations and product support, specialized help desks, back office support and customer performance reporting.
JOB SCOPE
This is an individual contributor role responsible for identifying and resolving issues of moderate complexity. This position is at an intermediate professional level and requires strong execution and analytical abilities. This role works independently and receives minimal guidance.
RESPONSIBILITIES
-Manage the day to day operational support and fulfilling service support needs of moderate complexity for assigned client institutions.
-Act as liaison for the client; provide problem management, proactive identification of processing efficiencies, service change support and system enhancement support.
-Coordinate internal resources to accomplish and client objectives, and ensure processing system performance standards are met and that the client perspective is represented within the organization.
-Stay current with industry and client trends and maintain a working knowledge of products and services.
-Play a critical role in proactively working with the customer to identify operational cost efficiencies, manage moderately complex assignments that are diverse in scope, and search out appropriate courses of action.
-Identify and analyze processing problem with customer impacts; communicate ongoing situation status and resolution; reports SLA performance as appropriate.
-Prepare and present monthly and/or quarterly production performance results.
QUALIFICATIONS
-Bachelors/Degree or equivalent experience. Typically requires a minimum of 3-5 years experience in a customer support role in software, financial or information services. (AP, Canada, LAC, US) OR Professionally qualified or equivalent with related professional experience or equivalent combination of education and experience (CEMEA)
-Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
-Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
-Ability to set priorities and manage customer expectations, and work both as part of a team and independently.
-Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
-Working knowledge of Microsoft Office.
-Strong verbal, written, presentation and interpersonal skills are required.
