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[Expired] Japanese Speaking (IT MNC) - Operations Analyst / Customer Support Specialist / Program Specialist

ADROIT HR PROFESSIONAL
Posted On :1 Sep 2013

 

Job Summary

  • Salary:   Undisclosed
  • Work Type: Permanent / Full Time, Contract
  • Min. Education Level: Degree
  • Field of Study: Business
  • Years of Experience: 1
  • Skills: Good communications skills, Ability to work under stress in a fast-paced working environment, Independent and a good team player

Job Descriptions

(Asian Language with English Bilingual highly preferred)

Language skills: Candidates must be fluent in English and at least another Asian language i.e. Thai or Vietnamese, Chinese, Korean, Hindi, Tamil, Bahasa Melayu, Bahasa Indonesa, Japanese ect.

   

A fortune 500 company, Leading IT & Software Development Company in the world with over 30 branches in Asia is now expanding and looking for dedicated individuals to join their prestigious company.

  

Operations Analyst - Japanese Speaking  

This position works within the Asia Regional Office of a Multinational High Tech Company.

This individual will provide regional subject matter expertise in partner program, namely Company's Partner Network (PN). The individual will be interfacing with Global/Regional Program Managers and other internal stakeholders (example Customer Service & Support (CSS); Supply Chain, Payment Team, Regional vender IT team, and subsidiary marketing team in supporting day to day operations, and planning program activities.


Responsibility/Activities
o Execute Program Run Management
o Manage/maintain an up-to-date run-issues
o Monitor and track key metrics to ensure green versus targets if required
o Provide timely and accurate feedback to Corp on campaign execution, BRD, Ops Specs, system bug fixes, CR and other initiatives when required.
o Raise timely and accurate feedback and CR to regional vendor systems when change necessary, and monitor implementation and post implementation.
o Drive timely and complete resolution to escalation issues and CPE top issues to reduce the overall number of incidents per month/quarter/year.
o Identify and develop CPE improvement activities/projects
o Proactive process improvement analysis and opportunity identification.
o Data gathering, analysis and reporting. Articulate trends and observation during management/team meetings.
o Project Management
o Provide input to Project manager’s scope, schedule and activities.
o If leading project, to gather, scope and lead project as assigned by manager.
o Provide timely and accurate reporting and update readiness materials.
o Work with internal stakeholders and IT team on project requirements.
o Develop project plan and communicate project progress status.
o Involved in system implementation, UAT, implementation, pre/post training.
o Arrange/identify the area of requirement for localization if necessary
o Demonstrate timely Communication with internal and external stakeholders.
o Program Release
o Provide timely and accurate regional feedback on program rule/policy change
o Participate UAT for system releases (such as PVP, CHIP, etc.)
o Participate TTT (Train the trainers)
o Participate daily triage call (Post launch)
o Rhythm of Business
o Coordinate, scheduling and prepare group’s ROB (Rhythm of Business) deck.
o Timely scheduling of key ROB stakeholders.
o Preparation of business update with ppt for QBR
o Minute ROB meetings and closely follow up with action item owners.
o Ad-hoc assignment requested by manager

Experience Requirement
• Minimum 3 years relevant working experience
• Degree holder preferably major in IT, Business or Marketing.
• Excellent communication and project management skills
• Highly proficient in Microsoft Office software eg. Excel, powerpoint, word, sharepoint 

 

 

 

Quality Analyst, Advocacy & Listening - Japanese Speaking 

Job Description:
The Customer Advocacy & Listening (CA&L) Management Team is searching for a Quality Analyst who will be responsible to evaluate quality of calls and chat session, provide analytics, reporting and manage escalation from our outsourced call center sites.

To support the vision and purpose we practice and drive a set of service standards:
• Be Easy - set expectations, target first call resolution (FCR), great interaction
• Reliable - Meet SLAs and expectations, adhere to tools, processes and training
• Caring - Listen, be compassionate, personalize the experience
• Responsible - escalate appropriately, deliver hard messages, never compromise data (PII)

These service standards provide a level of customer support that gives the Company its leadership position in providing an exceptional customer experience and this position has accountability to determine where we are succeeding, failing or need to fine tune or prepare for changes such that we continue to drive improvements in the customer’s experience and therefore earn loyalty.

Responsibilities:
The Quality Analyst will have a proven track record and strong skills in analytics, prioritization and communication. This role work under the guidance of the Quality Delivery Manager (QDM) to follow and develop quality model to improve the service standard of customer experience through listening and evaluating of calls and chats session with end customer, and manage escalations that contribute to customer dissatisfaction.

 

He/she will produce quality/stakeholder report and partnership with SDM to drive QoS improvement plan with call center, and be responsible to investigate cases and act as Regional Subject Matter Experts.

 

This role requires a high level of self-directed learning and motivation, capable of seeking out and acquiring knowledge on a continual basis in order to identify new customer, product, & industry gaps & issues within our products & services. Quality Analyst are highly motivated people with passion for quality of customer experience, integrity, and a knack for investigation & problem solving!

~ Day to day QoS analysis
~ Problem solving
~ Escalation management
~ Process calibration meeting
~ Report creation
~ Quality management

Requirements
• Poise under pressure.
• Managing through change
• Confidence
• Proven Business Maturity
• Passion for customer advocacy & quality of customer service
• In depth understanding and respect for a positive team environment and interactions.
• Strong problem solving and research skills
• Strong Computer/Technical skills
Strong written and verbal communication skills in Japanese and English. Korean is an advantage.
• Able to do translation between languages
• Strong organizational skills with attention to detail
• Strong in data analysis
• Passion for Microsoft Products & Services
• Passion for excellent customer service

 Qualifications:
• Bachelor Degree (B.A.) or equivalent experience required.
• 2-5 years of work history demonstrating a commitment to customer service quality with call center experience.
• Proven successful cross group collaboration skills, demonstrated ability to identify problems, determine root cause, collect data from various sources and determine an acceptable solution which meets all Company and the Customer/Partners business needs.
• Demonstrated negotiation and conflict management skills.
• Proven ability to perform presentations in front of senior stakeholders.
• Proven results improving customer satisfaction through team performance.
• Experience in managing projects
• Ability to interpret and take action on complex analysis, and business information.
Exceptional written and verbal communication skills in Japanese and English. Korean is an advantage.
• Proficient in Microsoft Office with ability to discuss experiences using products such as Outlook, Excel, and PowerPoint.
• Demonstrate good analytical skill using MS Excel pivot tables.

  

 

 

Customer Support Specialist (Operations) - Japanese Speaking 

This position works within the Asia Regional Office of a Large Multinational High Tech Company. This is a vibrant company with both business to business and business to commence operations and is at the heart of improving our lives.

Responsibilities

  • Involve in contract to cash process, such as contract issuance and validation, month-end closing activities, Engagement Set-up, Invoicing, reporting and other operational tasks.
  • Work with Engagement Managers and Operations Specialists to validate contract requests and approvals.
  • Work with Operations Specialists to assist on various projects.
  • Validate signed contract/amendment/exception document for completeness and accuracy
  • Ensure contract and/or order related issues are timely resolved
  • Ensure Service Levels either meet or exceed Service Level Agreements (SLA)
  • Ensure all contracts and/or orders submitted meet SOX and program requirements
  • Involve in audit related activities, identify audit failure root cause and come up with remediation plans.
  • Be informed of program changes and document process changes accordingly.
  • Any operational related work as appropriate

 

Requirements

  • Good in written and oral communication skills in Japanese. (Preferably, be able to communicate in English)
  • Demonstrated ability in working with region-wide cross-functional teams.
  • Be able to work independently with minimum supervision.
  • Experience with processes and systems tools
  • Degree holder
  • Meticulous and able to multi-task
  • Good interpersonal skills
  • Knowledge of MS application (excel, word) is required

 

Program Specialist (Deal Structuring) - Japanese Speaking 

This position works within the Asia Pacific Regional Office of a Large Multinational High Tech Company. This is a vibrant company with both business to business and business to commence operations and is at the heart of improving our lives.
Position Mission

Responsibility
• Manage complex deal structuring from end to end and making sure that the deals go through the process without issue
• Work with Licensing Sales Specialist, Licensing Executive, OAMs and licensing community to provide Operations insights in complex deal structuring details
• Conduct post mortem, ad-hoc reporting and analysis resulting from executed deals, projects and initiatives
• Work with Program Managers and other stakeholders in terms of program policy and/or processes to make sure that the complex deal structure doesn’t breach the company policy
• Assist Operations Deal Desk Manager to improve processes so that the team can work effectively
• Master the Microsoft Volume License program and become the Subject Matter Expert
• Develop knowledge base documents or tools for the team

Experience Requirement
• Degree holder and above
• At least 6 years working experience in IT, software or Microsoft background
• Good communication skills, verbal and written
• Must be fluent in English and Japanese
• Must be self-driven, highly motivated and innovative
• Strong in analysis, problem solving and decision making skills
• Must be meticulous, articulate and independent
• Ability to work under stress in a fast-paced working environment
• Positive attitude, good team player, willing to learn and take on initiative
• Knowledge of Microsoft Volume Licensing, MS Office; Word, Excel, Powerpoint preferred

 

 

 

 

Program Specialist (Channel Operations) - Japanese Speaking 

Operations Channel Readiness is responsible for scheduling training, providing materials, conduct additional training by understanding needs of stakeholders, however not subject matter expert of topic. This role will need to manage Japanese Quality Assurance on materials, communication, and some level of localization (when need arise). There might be need to project manage as well (lesser priority).

 

What qualities is the hiring manager looking at: Eye to details, proactive, independent, accountable, good people skills, timely and structured. Good to have: Project management skills and creative/able to think out of the box.

 

What companies and sector will be good: In localization company, or training company.

Responsibilities:

 

  • Responsible for conducting quality assurance on Global Readiness materials (i.e. handbook, e-book), liaising with respective stakeholders to ensure close loop.
  • Conduct quality assurance on Operations related Communications manage posting of the communications to company’s database and ensure communications are sent out to company’s partners timely.
  • Collaborate with a wide range of internal and external channel within APAC.
  • Responsible for driving delivery of readiness activities including those in the Channel Readiness Framework aligning to Channel partner satisfaction (CPE).
  • Run and support campaigns related to project
  • Work with the Program Specialist Lead to track deliverables with vendors and internal stakeholders and coordinate activities to ensure projects & initiatives are executed timely.
  • Perform ad-hoc reporting and analysis resulting from executed projects and initiatives.
  • Provide management with timely reporting and serving as backup for the Project Management for various business initiatives (as required)
  • Manage posting of Readiness Material to company’s database
  • Participate and coordinate in UAT and Business Process Verification as required 


Requirements: 

  • Diploma holder and above
  • 2 - 3 years working experience
  • Good communications skills
  • High proficiency in English & any other languages i.e. Japanese
  • High proficiency in Microsoft applications such Outloook, Office, Excel, Powerpoint
  • Must be meticulous, have an eye for detail , articulate ,independent and a good team player.
  • Ability to work under stress in a fast-paced working environment

 

 

 

 Program Operations Specialist (Licensing Sales) - Japanese Speaking 

 Business Environment
This position works within the Asia Pacific Regional Office of a Large Multinational High Tech Company. This is a vibrant company with both business to business and business to commence operations and is at the heart of improving our lives.
Position Mission

Responsibilities
• Manage complex deal structuring from end to end and making sure that the deals go through the process without issue
• Work with Licensing Sales Specialist, Licensing Executive, OAMs and licensing community to provide Operations insights in complex deal structuring details
• Conduct post mortem, ad-hoc reporting and analysis resulting from executed deals, projects and initiatives
• Work with Program Managers and other stakeholders in terms of program policy and/or processes to make sure that the complex deal structure doesn’t breach the company policy
• Assist Operations Deal Desk Manager to improve processes so that the team can work effectively
• Master the Microsoft Volume License program and become the Subject Matter Expert
• Develop knowledge base documents or tools for the team

Experience Requirement
• Degree holder and above
• At least 6 years working experience
• Good communication skills, verbal and written
• Must be fluent in English and Japanese
• Must be self-driven, highly motivated and innovative
• Strong in analysis, problem solving and decision making skills
• Must be meticulous, articulate and independent
• Ability to work under stress in a fast-paced working environment
• Positive attitude, good team player, willing to learn and take on initiative
• Knowledge of Microsoft Volume Licensing, MS Office; Word, Excel, Powerpoint preferred.

 

 

 

 

Delivery Operations Coordinator - Japanese Speaking 

Project Background Execution of Regional Delivery Operations logistics for SMSGR sponsored deliveries

Delivery Operations Coordinators (DOCs) in various geographies in Asia and for worldwide programs
Vendor will undertake the following activities related to the Execution of Regional Delivery Operation Processes:

1. Complete all necessary and sufficient logistics to ensure delivery success, this includes the following: 

  • Obtain detailed request from Customer and input class information into the appropriate tools (RMS and LMS)
  • Obtain information from Customer required to populate create class ID in LMS, including: trainer name (support SVP if possible when vendor trainer) segment, number of attendees, dates and locations, and any required budget guidance  

2. Attend weekly operation review meeting with the Field Readiness Manager (FRM) and provide business update on logistics around class status, review evaluation quality feedback (NSAT/RIS), and budget

 

3. Obtain Purchase Order (PO), Internal Order (IO) or cross-charge info from customer 

  • Ensure charges are processed in a timely manner
  • Track charges and provide report to Delivery Operations Manager (DOM) on a bi-monthly basis, or as required by Delivery Operations Manager  

4. As appropriate, create formal registration invitations and registration links with class location, pre-work, pre-requisites, info contact alias, recommended hotel locations, FAQ & provide to Customer

 

5. Manage venue/facility sourcing:

  • Confirm room is right-sized for “event”
  • Reserve date, room, and/or facility as appropriate
  • Verify required hardware/audio/visual equipment is available (utilize setup tech or other resources to assis  

6. Ensure setup guide is available for course. If not, escalate to Content Manager (CM) or Readiness Program Manager (RPM), as appropriate, and Delivery Operations Manager

 

7. Ensure the room setup is correct according to setup guide 

  • Secure A/V, Network, Power, Projector, Flip Charts, etc. as appropriate
  • This does not require the DOC to be on-site or present at class start (setup team is utilized for SMSGR classrooms, instructor utilized for non-owned classrooms or external facilities) 8. Ensure that any catering required is secured and funding is available from customer requested, if needed

 8. Ensure that any catering required is secured and funding is available from customer requested, if needed

 

9. Work with Delivery Operations Manager, Customer, Vendor Management, and Trainer Readiness to source presenter/trainer:

 

10. Confirm trainers availability and skills using http://trainers 

  • Collaborate with Trainer Readiness to ensure trainers are “profiled” in the trainers database, if required
  • Obtain trainer itinerary (and forward to local contacts if required)
  • Ensure that the trainers are aware of any Visa needs (includes invitation letter) and how to obtain them
  • Provide travel logistic information to trainers
  • Provide Trainer with local logistics information to assist him/her in making own travel arrangements
  • Assist with MS office access card, if required  

11. Courseware(i.e. content) production and/or ordering 

  • Ensure the courseware is ordered / printed based on demand (participant numbers)
  • Order courseware according to Delivery Scheduling Process and based on directions from Customer
  • Ensure courseware order is correct (based on course title)
  • Ensure courseware is available in the classroom at the start of the class
  • This does not require the DOC to be on-site or present at class start (setup team is utilized for SMSGR classrooms, instructor utilized for non-owned classrooms/facilities)
  • This includes any logistics associated with defined course related pre or post work materials
  • When applicable, provide any pre-work logistics associated with the course to the students and trainer (phone calls, mentoring sessions, or coaching meetings) 

12. Enrolment, wait-list management, and class reconciliation 

  • Manual bulk enrolment of students in cases when online enrollment is not used (i.e. in the case of manager nomination)
  • Inform Customer if there is a low class registration scenario
  • Four weeks prior to class start (or determined by Customer)
  • Identify waitlists and work with the Customer to drive the right actions
  • Acquire the class roster or attendee list and reconcile it in the LMS within one week after the class end date  

13. Evaluation administration 

  • Ensure the LMS record is marked appropriately for evaluations to be distributed
  • Raise “exceptions” (use of offline/hardcopy evaluations as an example) to the attention of Delivery Operations Managers
  • If required as an exception, inform the trainer that they need to use SMSGR hard copy evaluations, distribute the hard copy evaluations and ensure they are returned to the DOC for collation and manual entry into the system
  • Work with Delivery Operations Manager to determine any corrective actions needed, if evaluation comments indicate Delivery Operations actions are required 

14. Optimization of costs and quality at all points in the class setup process 

  • Inform Delivery Operations Manager and customer when a cost/quality issue is observed
  • Optimize schedules by suggesting “back to back” deliveries whenever possible (saves T&E costs)
  • Encourage the use of Microsoft Facilities whenever possible (saves venue costs)
  • For expense reporting, notify the trainer of our SMSGR expense guidelines
  • Include details on T&E maximum spend etc.
  • Communicate to the trainer and their manager expense report details such as which cost center (IO orPO) to use and who the expense report approver should be
  • Follow up with vendors (venue, catering, trainers, print vendor, etc.) to ensure timely invoicing occurs
  • Use the reports that Business Analytics Support (BAR) sends out to track invoicing issues and take the appropriate action

  

 

Should you be interested, kindly forward a detailed copy of your resume in MSWord to cs@adroitcareer.com.sg or call 6338 8900 for more information.

 

Please also feel free to visit our website http://www.adroitcareer.com.sg to view and receive updates on our latest positions. 
 

Please include the following details in your resume:
(1) Personal details such as full name as in NRIC, NRIC, nationality, contact address, numbers and email and date of birth(2) Reasons for leaving your current and previous employment(s)
(3) Current / last drawn and expected salaries
(4) Availability / Notice Period required
(5) At least 2 names and contact numbers of relevant reference persons relating to your previous employment/s.
 
We thank you in advance for your application and will get in touch with you as soon as possible should you be short-listed.