DRSC GlobalCore Support Analyst - Japanese Speaker

Work you’ll do 

To assist Deloitte employees with financial application issues via various inbound channels in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team. Our customers have a high expectation that you will be able to resolve their issue within the interaction, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center. Our customers are very computer literate, and accuracy of information is a high priority. 

What we need 

• Avoid unscheduled absenteeism, failing which will have a serious impact on employment 
• Use the right tools & knowledge, provide quality service and stay current on support changes 
• Arrive to work on time and on days scheduled, as well as adhering to the schedule provided by WFM (Work Force Management) 
• Treat customers with courtesy and respect by following our Quality Guidelines 
• Follow established process, procedures and member firm polices while maintaining compliance 
• Stay current on new deployments and system updates. 
• Report potential call drivers to leadership 
• Meet provided KPIs 
• Contribute to knowledge database and process improvements 
• Support firm emergency processes 
• Maximize availability to support inbound contacts 
• Appropriate handling of contact by following the knowledge to transfer/escalate to the correct groups 
• Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information 
• Take initiative and own your career 
• Stay current on the tools used to support our customers 

The Team

The application support team is part of Deloitte’s global shared services. The Global Contact Center is known for delivering distinctive service, providing win-win solutions to our global member firms and its clients. We provide world-class support to all our users round the clock and have handled over 5.3 million contacts. By doing so, we’ve built a reputation across the firm and industry for being the Best in Class. Growth is inevitable, and here’s a call for all those hardworking, exceptional performers to join us on this journey.  

Qualifications 

• Minimum of 1 to 4 years of Call Center experience 
• Any Bachelor’s degree 
• Excellent command of English and Japanese: JLPT N2 
• Experience in handling Japanese customers is an added advantage 
• Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools 
• Ability to perform under pressure 
• Willingness to work in rotational shifts including night shifts and working on weekends. 

Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorized Deloitte Recruiters via firm’s business contact number or business email address.