Customer Service Analyst - Korean Speaker

Summary:

The Customer Service Analyst will support customer experience through inbound and outbound approaches. Individual will also support the company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, the Customer Service Analyst updates the Company database with all appropriate information. The Customer Service Analyst supports all quality assurance efforts and Program criteria as well as wide usage of high-level tools and systems

Responsibilities:

• Handle support/service escalations to/from clients

• Transfer calls to the Tier 2 department

• Will track and report system issues as needed

• Stay current with system information, changes and updates

• Comply with service level agreements

• Support and help on Process documentation

• Comply with the assigned schedule to cover the hours of operation

• Comply with the account KPIs

• Support with any other new process at the time the client requires it, if it has been officially included in our range of services

Qualifications:

• 2 to 5 years Inbound and Outbound customer service experience

• Experience working under pressure

• Strong language proficiency in Korean and English.

• High attention to detail and ability to follow SLA and escalation processes

• Strong communication and interpersonal skills.

• Results-driver with action orientation.