Customer Service Representative - Japanese Support - IT Project

Overview

Responsible for providing industry-leading customer service while meeting the quality and schedule expectations of the

company’s customers. Provides advice and supports to business owners regarding advertising on the internet.

Qualifications

Minimum high school diploma or equivalent, required

• Two years post high school education may be required.
• 1 to 3 years prior contact center or customer service experience preferred
• Ability to handle more complex product lines and customer inquiries
• Demonstrated problem solving and decision making skills
• Effective time management and organizational skills
• Experience in Windows and Internet-based environment required
• Previous SEO / SEM experience will be considered a plus
• Knowledge in AdWords, Google Analytics or Bing Certified is a plus
• Understand basic marketing strategy of an online advertising program
• Excellent Customer service focus
• Ability to deal with a variety of business owners and resolve inquiries in a friendly and polite manner
• Results driven
• Strong persuasive selling skill Ability to make independent decisions
• Excellent organizational skills and follow through discipline
• Excellent written and oral communication skills in English or the language being supported
• Excellent listening and comprehension skills
• Ability to work with complex procedures and program guidelines
• Basic familiarity with PCs, including MS Windows Operating System and the Internet
• Basic knowledge of Microsoft Word, Access, Excel, e-mail
• Independent worker, a self-starter, detail oriented and analytical
• Excellent typing skills
• Problem solving skills
• Requires the use of office equipment such as multi-line telephone systems, fax machine, copy machine
• Requires the ability to work long hours and endure stressful conditions
• Required to effectively communicate and work with professionals in other departments and customers, which may

lead to independent decision making

grasp and retain complex program rules

be able to solve difficult customer issues using multiple information sources and be able to relate different data

points together in context of the problem

concepts in a way that customers can understand them. Also, given the maturity of customers calling the contact

Responsibilities

and answer. Communicates technical matters in laymen’s terms

customer complaints

increase conversions and reduce costs

keywords.

keywords

issues, customer profiles, program and campaign information

and conditions, application options, as well as technical support on tools, and resolving any open issues with the

customer

program requirements and Microsoft guidelines