Process Associate Japanese 呼叫中心日语客服代表
英谷信息技术（大连）有限公司
- 公司规模：150-500人
- 公司性质：外资(非欧美)
- 公司行业：外包服务
职位信息
- 发布日期：2017-01-24
- 工作地点：大连-高新园区
- 招聘人数：若干
- 工作经验：应届毕业生
- 学历要求：大专
- 语言要求：日语精通
英语一般 - 职位月薪：面议
- 职位类别：咨询热线/呼叫中心服务人员
职位描述
职位名称Job Title: 流程专员（日语）Process Associate(Japanese)
1. 职位概述JOB PURPOSE
本职位要求员工能够向客户通过语音通话及电子邮件提供高质量的日语客户服务。语音通话及电子邮件的内容主要涉及旅行服务，例如航班、酒店、汽车租赁、行程套餐和景点等信息，进行通话及书写电子邮件的同时员工应谨记服务协议中关于服务品质、漏接率、规定时间限制等标准。本职位根据业务需要，要求以倒班（24小时X7天）的形式工作。本职位同时要求员工能够在既定的时间内以规定的质量、准确率、登陆时间及其他业务目标和服务标准完成公司指定的工作任务。
To be able to deliver high standard of customer service in Japanese language via calls and emails for customers. The calls and emails will be related to travel services like Air, hotels, car hire, packages & attractions keeping in mind various SLA’s like quality, abandon%, AHT etc. You should be willing to work in a 24x7 working environment as per business requirement. You should consistently deliver the assigned task(s) within the given timelines (AHT) and should consistently achieve the Quality, Accuracy, Log-In hours and other business defined targets / service levels.
2.主要工作目标、内容和要求PRINCIPLE ACCOUNTABILITIES
-客户服务 Customer service
能够始终专业地进行通话、调整工作节奏、聆听客户的需求、问候客户、结束对话与客户沟通（口头及书面）并处理好客户的需求
To be able to consistently proficient in speaking, pacing, listening, greeting, closing, communication (in verbal & writing) and needs
能够有效、自信并专业地与问题客户进行沟通
To be able to effectively communicate with difficult customer with confidence and professionalism
能够发现客户服务中的问题
To be able to identify customer service issues
能够遵循口头/书面沟通的基本礼仪，并保持最少的语法错误
Able to follow basic protocol for all verbal/written communication with minimal grammatical keigo errors
能够展示出对品牌以及所提供的产品和服务的理解
To be able to demonstrate an understanding of Brands including products and services offered
能够向客户通过电话及电子邮件提供高质量的客户服务
To be able to provide high standards of customer service to Expedia customer over the phone and emails
在不影响服务水平的情况下，能够同时执行并完成多项工作任务
Should be able to multi task without impacting the process service level(s)
-保持服务协议约定的日常服务水平 Maintain daily SLA’s at the established level
按照每天的行事表工作，并根据现有业务的需要保证达到规定的通话时长、漏接率、登陆时长、工作效率和销售目标
Processing the established daily metric, by maintaining consistency in parameters like AHT, abandon %, log in hours, productivity and meeting the sales targets with current business needs
-提供高质量的客户服务 Provide Quality Customer Service
在与客户的所有接触中能够使用积极的词汇并展示出热诚的态度
To be able to use positive wording and displays a can-do attitude in all interactions
能够有效率地与客户沟通，并通过对客户问题的迅速回应以及慰藉的话语来保证客户的满意度
To be able to effectively communicate with customers and minimize their dissatisfaction through prompt action and reassurance
保证所有管理任务能够在要求的时间内准确的完成
To be able to ensure all administrative tasks are completed with accuracy and within required timeframes
能够满足并超越客户的期望
To be able to manage and exceed customer’s satisfaction.
能够依据标准计划和流程回复大量的关于客户产品或服务的问询电话及电子邮件
Respond to a high volume of telephone and email inquiries about the Customers’ products or services by following standard scripts and procedures.
探究并理解客户的要求和困难并提供即时解决方案
Probe and understand the requirements or problems of the customer and provide first call resolution
向客户提供有效的解决方案，并根据需要提供额外的客户服务或指导
Provide valid solutions to the customer and provide any additional customer service / education as needed.
通过管理交流、会议、客户中心群体和正式的培训保持对产品、优惠价格、流程和其他重要信息的掌握
Maintain knowledge of products, pricing promotions, procedures and other important issues through management communications, meetings, customer focus groups and formal training
通知客户关于行程以及取销等变动
Inform customer about the Schedule and Cancellation changes
根据业务需要及英谷公司的要求，提供其他服务
Offer additional services as indicated by the business or assigned by IGT.
-其他 Miscellaneous
通过与航空公司、宾馆和其他合作伙伴的协作，使客户的预订更为便捷
Coordinate with airlines, hotels and other partners to facilitate customer reservations
能够对产品和服务实现交叉销售和追加销售
Should be able to cross / upsell the product / service offerings
根据公司安排随时承担其它的工作任务
Performs other duties as may be assigned from time-to-time
愿意以倒班（24小时 x7天）的形式工作
Should be flexible and willing to work in 24*7 environment
应该理解业务需求并站在公司的角度依照业务需求完成工作任务
Should understand the business needs and work accordingly in the interest of the organization
3. 职位要求SKILLS AND KNOWLEDGE
-教育资历 EDUCATIONAL QUALIFICATIONS
本科以上学历，不限专业
Bachelor’s degree or equivalent in any discipline
具备日本等级证书
JLPT certification is a must
通过日语敬语测试者优先
Keigo certification is preferred
具备大学英语等级考试证书（通过大学英语四级或托业成绩高于600分优先）
CET certification is a must ( CET 4 or minimum 600 for TOEIC is preferred)
具备旅游业或酒店业相关课程证书者优先
Certification in either travel/hotel related courses is preferred
掌握全球分销系统知识者优先
Knowledge of GDS will be an added advantage
-工作经验 RELEVANT EXPERIENCE
高度的专业工作态度，以及语音通话时较强的个人表达能力
A highly professional attitude and personal presentation via the telephone
较好的计算机操作水平
Computer literacy
较好的人际交往技能，工作高度严谨
Good interpersonal skills, high level of accuracy
具有较强的应对紧急情况的能力，并能够在高工作强度下同时执行多项工作任务
Strong sense of urgency and ability to multi-task under pressure
具有客户服务经验和呼叫中心销售经验者优先
Prior experience in customer service and sales in a call center environment is preferred
-其它要求 PERSONAL CHARACTERISTICS
日语听说读写流利
Should be proficient in spoken and written Japanese language
理解书面英语及口语
Should be able to comprehend written and verbal English language
具有团队协作的精神和能力以及积极的工作态度
Needs to be a team player with a positive attitude
能够适应变化的工作环境
Should be adaptable to change
自信
Needs to display confidence
良好的协商技能
Good negotiation skills
热心于提供客户服务
Passion for rendering customer service
能够适应倒班（24小时 x7天）的工作形式
Should be willing to work in 24*7 environment
1. 职位概述JOB PURPOSE
本职位要求员工能够向客户通过语音通话及电子邮件提供高质量的日语客户服务。语音通话及电子邮件的内容主要涉及旅行服务，例如航班、酒店、汽车租赁、行程套餐和景点等信息，进行通话及书写电子邮件的同时员工应谨记服务协议中关于服务品质、漏接率、规定时间限制等标准。本职位根据业务需要，要求以倒班（24小时X7天）的形式工作。本职位同时要求员工能够在既定的时间内以规定的质量、准确率、登陆时间及其他业务目标和服务标准完成公司指定的工作任务。
To be able to deliver high standard of customer service in Japanese language via calls and emails for customers. The calls and emails will be related to travel services like Air, hotels, car hire, packages & attractions keeping in mind various SLA’s like quality, abandon%, AHT etc. You should be willing to work in a 24x7 working environment as per business requirement. You should consistently deliver the assigned task(s) within the given timelines (AHT) and should consistently achieve the Quality, Accuracy, Log-In hours and other business defined targets / service levels.
2.主要工作目标、内容和要求PRINCIPLE ACCOUNTABILITIES
-客户服务 Customer service
能够始终专业地进行通话、调整工作节奏、聆听客户的需求、问候客户、结束对话与客户沟通（口头及书面）并处理好客户的需求
To be able to consistently proficient in speaking, pacing, listening, greeting, closing, communication (in verbal & writing) and needs
能够有效、自信并专业地与问题客户进行沟通
To be able to effectively communicate with difficult customer with confidence and professionalism
能够发现客户服务中的问题
To be able to identify customer service issues
能够遵循口头/书面沟通的基本礼仪，并保持最少的语法错误
Able to follow basic protocol for all verbal/written communication with minimal grammatical keigo errors
能够展示出对品牌以及所提供的产品和服务的理解
To be able to demonstrate an understanding of Brands including products and services offered
能够向客户通过电话及电子邮件提供高质量的客户服务
To be able to provide high standards of customer service to Expedia customer over the phone and emails
在不影响服务水平的情况下，能够同时执行并完成多项工作任务
Should be able to multi task without impacting the process service level(s)
-保持服务协议约定的日常服务水平 Maintain daily SLA’s at the established level
按照每天的行事表工作，并根据现有业务的需要保证达到规定的通话时长、漏接率、登陆时长、工作效率和销售目标
Processing the established daily metric, by maintaining consistency in parameters like AHT, abandon %, log in hours, productivity and meeting the sales targets with current business needs
-提供高质量的客户服务 Provide Quality Customer Service
在与客户的所有接触中能够使用积极的词汇并展示出热诚的态度
To be able to use positive wording and displays a can-do attitude in all interactions
能够有效率地与客户沟通，并通过对客户问题的迅速回应以及慰藉的话语来保证客户的满意度
To be able to effectively communicate with customers and minimize their dissatisfaction through prompt action and reassurance
保证所有管理任务能够在要求的时间内准确的完成
To be able to ensure all administrative tasks are completed with accuracy and within required timeframes
能够满足并超越客户的期望
To be able to manage and exceed customer’s satisfaction.
能够依据标准计划和流程回复大量的关于客户产品或服务的问询电话及电子邮件
Respond to a high volume of telephone and email inquiries about the Customers’ products or services by following standard scripts and procedures.
探究并理解客户的要求和困难并提供即时解决方案
Probe and understand the requirements or problems of the customer and provide first call resolution
向客户提供有效的解决方案，并根据需要提供额外的客户服务或指导
Provide valid solutions to the customer and provide any additional customer service / education as needed.
通过管理交流、会议、客户中心群体和正式的培训保持对产品、优惠价格、流程和其他重要信息的掌握
Maintain knowledge of products, pricing promotions, procedures and other important issues through management communications, meetings, customer focus groups and formal training
通知客户关于行程以及取销等变动
Inform customer about the Schedule and Cancellation changes
根据业务需要及英谷公司的要求，提供其他服务
Offer additional services as indicated by the business or assigned by IGT.
-其他 Miscellaneous
通过与航空公司、宾馆和其他合作伙伴的协作，使客户的预订更为便捷
Coordinate with airlines, hotels and other partners to facilitate customer reservations
能够对产品和服务实现交叉销售和追加销售
Should be able to cross / upsell the product / service offerings
根据公司安排随时承担其它的工作任务
Performs other duties as may be assigned from time-to-time
愿意以倒班（24小时 x7天）的形式工作
Should be flexible and willing to work in 24*7 environment
应该理解业务需求并站在公司的角度依照业务需求完成工作任务
Should understand the business needs and work accordingly in the interest of the organization
3. 职位要求SKILLS AND KNOWLEDGE
-教育资历 EDUCATIONAL QUALIFICATIONS
本科以上学历，不限专业
Bachelor’s degree or equivalent in any discipline
具备日本等级证书
JLPT certification is a must
通过日语敬语测试者优先
Keigo certification is preferred
具备大学英语等级考试证书（通过大学英语四级或托业成绩高于600分优先）
CET certification is a must ( CET 4 or minimum 600 for TOEIC is preferred)
具备旅游业或酒店业相关课程证书者优先
Certification in either travel/hotel related courses is preferred
掌握全球分销系统知识者优先
Knowledge of GDS will be an added advantage
-工作经验 RELEVANT EXPERIENCE
高度的专业工作态度，以及语音通话时较强的个人表达能力
A highly professional attitude and personal presentation via the telephone
较好的计算机操作水平
Computer literacy
较好的人际交往技能，工作高度严谨
Good interpersonal skills, high level of accuracy
具有较强的应对紧急情况的能力，并能够在高工作强度下同时执行多项工作任务
Strong sense of urgency and ability to multi-task under pressure
具有客户服务经验和呼叫中心销售经验者优先
Prior experience in customer service and sales in a call center environment is preferred
-其它要求 PERSONAL CHARACTERISTICS
日语听说读写流利
Should be proficient in spoken and written Japanese language
理解书面英语及口语
Should be able to comprehend written and verbal English language
具有团队协作的精神和能力以及积极的工作态度
Needs to be a team player with a positive attitude
能够适应变化的工作环境
Should be adaptable to change
自信
Needs to display confidence
良好的协商技能
Good negotiation skills
热心于提供客户服务
Passion for rendering customer service
能够适应倒班（24小时 x7天）的工作形式
Should be willing to work in 24*7 environment
公司介绍
InterGlobe Technologies (IGT)英谷信息技术有限公司
英谷信息技术（大连）有限公司是印度InterGlobe公司（www.igt.in)在中国设立的第一家独资公司。InterGlobe成立于1989年，总部在印度的古尔加翁，是航空及旅游相关行业BPO服务的领航者，通过创新及专业的服务领导日益增长的市场。InterGlobe在全球的59个城市拥有126个办公地点，拥有超过11000名员工。
业务：
航空——IndiGo 印度最大和增长最快的低成本运营商
旅游、技术和通用航空服务——Air Transport 印度最大航空管理公司；集成的业务流程外包和为全球客户提供旅游IT解决方案的提供商；与Hawker Beechcraft, Sikorsky Helicopters & Dornier Sea Planes独家合作
酒店——在南亚建立“宜必思”酒店和管理雅高酒店品牌
About IGT
成立于1998年
5000多名专业人员提供旅行的解决方案
一个旅游业集成业务流程外包服务的提供者
在多个位置实现全球交付模型来服务客户
集中旅游专业知识——100%的收入来自旅游、运输和好客
COPC认证-世界上第一个旅游业务流程外包
PCI DSS 2.0和ISO:认证的BPO业务
ISO 27001:2005和p cmm三级注册它与业务流程外包实践
IT组织在CMMi评估等级5
IGT 行业认证评估
在印度排名前50的最好的工作地方
全球服务年度排名前100的业务流程外包服务公司
新星类别全球外包100服务提供者
旅游BPO外包排名第二，旅行IT外包排名第三
Fast 50印度 and Fast 500 亚太
印度前15名激动人心的新兴公司
英谷信息技术（大连）有限公司是印度InterGlobe公司（www.igt.in)在中国设立的第一家独资公司。InterGlobe成立于1989年，总部在印度的古尔加翁，是航空及旅游相关行业BPO服务的领航者，通过创新及专业的服务领导日益增长的市场。InterGlobe在全球的59个城市拥有126个办公地点，拥有超过11000名员工。
业务：
航空——IndiGo 印度最大和增长最快的低成本运营商
旅游、技术和通用航空服务——Air Transport 印度最大航空管理公司；集成的业务流程外包和为全球客户提供旅游IT解决方案的提供商；与Hawker Beechcraft, Sikorsky Helicopters & Dornier Sea Planes独家合作
酒店——在南亚建立“宜必思”酒店和管理雅高酒店品牌
About IGT
成立于1998年
5000多名专业人员提供旅行的解决方案
一个旅游业集成业务流程外包服务的提供者
在多个位置实现全球交付模型来服务客户
集中旅游专业知识——100%的收入来自旅游、运输和好客
COPC认证-世界上第一个旅游业务流程外包
PCI DSS 2.0和ISO:认证的BPO业务
ISO 27001:2005和p cmm三级注册它与业务流程外包实践
IT组织在CMMi评估等级5
IGT 行业认证评估
在印度排名前50的最好的工作地方
全球服务年度排名前100的业务流程外包服务公司
新星类别全球外包100服务提供者
旅游BPO外包排名第二，旅行IT外包排名第三
Fast 50印度 and Fast 500 亚太
印度前15名激动人心的新兴公司