Complaints Handler

Job details / role purposeConducting RCA on the client escalationsConnecting with customer for understanding concern and pacifying themCoordinating with RSA Network/ Operation/BD team and other stake holders as and when requiredCoaching agents on areas of improvementsDrive process improvement initiativesEnd to end closure of escalation and close looping wherever requiredKey responsibilitiesConducting Root cause analysis on RSA client Escalations via recorded and live monitoring (Calls & email audits), system checks and connecting with customer.Coordinating with RSA Network/Operation/BD team for details and actionableProvides continuous feedback on opportunity areas to various departments and tracks Improvement.Analyzes performance trend from audit data and shares valuable insightsProvide coaching, training and development to enhance or correct the behaviors that lead to excellent customer service.Ability to handle multiple tasks at a time.Responsible for timely closure of End-to-end escalation responses.Works on a variety of assigned special projects & reports.Ability to plan & prioritize work.Must be effective and efficient working in a team environment.Adherence to company policiesExperience of 2+years in a Quality Assurance environment in a call center. Demonstrated ability in achieving targetsGood knowledge of MS word, excel and power pointAbility to manage changing priorities, meet deadlines and adapt to a changing business environmentExcellent communication skills both written and verbalGood problem solving& decision-making skillsMust be self-motivated, detail orientedExperience in handling customer escalationsGraduateThe candidate needs to be in Japan . Fluent in Japanese and intermediate Business skills