Service Management
• Be responsible to assist to ensure the centre running smoothly and meet the Service Level Agreement
• Produce SLA and Overall Report periodically and distribute to the relevant stakeholders
• Maintaining and coordinating the business relations with the all functions to ensure quality service delivered. To help identify the issue and escalate it properly and timely;
• Produce standard business reports or data upon function or Management request including: ACD report，Siebel report and client visiting report
• Portal maintenance and communication and keep the portal updated on a regular basis;
• To maintain and update the standard distribution list for some of countries in the Asia Pacific regional; to ensure adding the new hires into the proper distribution list
• Assist and coordinate all new business initiatives and developments by providing any technical supports or assistance.
Business Systems Administrator and Operations Coordinator
ACD/IVR Administration
1. Maintain and ensure accuracy of the ACD agent ID management;
2. Assist the functions in ACD process modification; make the adjustment for ACD system as a result of any service transition, service scope expansion, business process modification etc.
3. Produce ACD daily, weekly, monthly and ad-hoc report to function leads as their reference data for continuous improvement.
• CSS (Siebel) Administration
1. Serve as Siebel functional expert for supported users
2. Responsible for setup of new Siebel users
3. Responsible for creation of new Siebel platforms (Process, Sub-Process, Reason)
4. Serve as liaison between end users and Siebel technical team
5. Responsible for CRT/sign-off on all Siebel releases/updates
6. Responsible for Siebel enhancement request process
• Back-up functions for handling service requests from customers;
• Providing ACD/CSS operating training and daily advice;
• Regularly contact with functions for change request and problem shooting;
Internal and External Client Visiting Management:
To play as the single contact point of any client visit request, overall VIP client visit reception management, this covers Pre-visit, the Actual visit and After visit by following a set of standard procedures.
Knowledge and Skill Requirements:
Proficient both in spoken and written English and basic Japanese as optional
• Proficient in office application software (MS Office including Excel, Work, PPT, and Visio)
• Good communication and good organizational skills
• Customer service orientation
• Energetic and proactive attitude and demonstrated ability to set and meet objectives
• Strong problem solving skills
• Technical knowledge preferred; reporting skill is an advantage
