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Date: Jan 29, 2018

Location: Kuala Lumpur, 14, MY, 50400

year: 2018

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 13462

Position Summary:

This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications.  This position is responsible for supporting frontline agents by handling consult calls and escalations.


Overall Responsibilities:

  • Oversee and supervise a team of agents.
  • Assist in developing and streamlining procedures
  • Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
  • Provide quality service to both internal and external customers – on and off-line.
  • Assist agents with customer interaction on situations requiring special handling – take customer calls.
  • Ensure open flow of communication between agents, supervisors and management.
  • Ensure uniform understanding and adherence to policies, procedures and company programs.
  • Supervise and monitor agent attendance, performance and productivity
  • Prepare and ensure accuracy of reports.
  • Ensure agents are continuously kept abreast of operational changes.
  • Conduct employee briefings and meetings.
  • Assure service level standards are met.
  • Monitor system performance and initiate actions to correct system problems.
  • Conduct agent observation and provide feedback.
  • Assist in the development and tracking of employee incentive programs.
  • Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
  • Perform other duties as assigned.


    Job Requirements:


    Knowledge, Skills and Abilities:

  • BILINGUAL:  Japanese/English

  • An assertive, well-organized self-starter with demonstrated sales experience 
  • Management experience in sales or on line retail desirable
  • A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems 
  • A detail-oriented professional with exceptional written and verbal communication skills 
  • Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
  • Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service 
  • Demonstrate behaviors that support high quality standards
  • Recognize trends and escalate information as appropriate
  • Problem solving skills; linear and troubleshooting
  • Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
  • Proven track record of success to motive sales/service professionals and exceed performance metrics
  • Present information effectively and persuasively across various communication channels
  • Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
  • Tolerate stressful situations well
  • Project a positive and professional image
  • Extrovert with high level of energy/team player – thrives on working in a fast changing / fast moving environment
  • Used to work independently as part of a global/virtual team – managed a program supporting a global account
  • Industry knowledge in the travel /e-commerce industry / having travelled frequently of benefit
  • Comfortable working as part of a start-up team
  • Experience in providing services to Chinese/Japanese customers – having managed Chinese/Japanese Teams
  • College/Associates Degree or Bachelor’s Degree in related field (preferred)


    Physical Demands & Work Environment: 

    While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.  Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.


About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.

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