Responsibilities:
- Handle and resolve end to end post-sales queries in Japanese language for non-English speaking clients (in writing) regarding advertising products across email and chat channels
- Own and drive query resolution through collaboration with Product groups to resolve all types of generic, technical or product queries
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
- Manage escalations workflows with internal teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members
Requirements:
- BA/BS degree or equivalent practical experienc with 4+ years of Technical Customer support or Operations experience
- Business proficiency (written) in Japanese (Min. JLPT N2 or equivalent certifications) to communicate with non-English speaking clients via emails and live chats
- Fluent with social media products usage and basic understanding of Advertising industry
- Experience in a Contact Centre/Service program with any Advertising Tech company is a plus
Interested applicants please submit your resume to [email protected] or click Apply Now button.
We regret to inform that only successful applicants will be contacted. Thank you.
Claudia Kueh Kee Jinq (R1880247)
Manpower Staffing Services (S) Pte Ltd
EA License No: 02C3423
