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Customer Service Associate - REMOTE

Job title: Customer Service Associate - REMOTE
Contract type: Freelance
Location: Seattle, WA
Discipline: Retail
Remote: Yes
Reference: 405370
Contact name: Nabeel Chowdhury
Job Published: January 01, 1970

Job description

Length of Contract: 4 months
Location or Remote: Remote

 SEEKING CANDIDATES FOR TWO POSITIONS, ONE 1 BILINGUAL GERMAN/ENGLISH AND 1 BILINGUAL JAPANESE/ENGLISH

Client Overview: The client operates at the intersection of advertising and eCommerce and offers advertisers a rich array of innovative advertising solutions across their ecosystem of mobile and desktop websites, proprietary devices and advertising platform.

Overview: The Key for Business Customer Solutions Advisor team coordinates with different support channels to provide superior technical experience to both internal and external customers. As a CSA, you are not a traditional ‘advisor.’ Instead, you are a dedicated account manager and brand ambassador that resolves  customer’s calls, chats and emails.

Responsibilities:

  • Take ownership in assisting, researching, resolving, and de-escalating customer issues and devices
  • Understand and implement new information and procedures efficiently and professionally
  • Deliver a consistent level of quality on all calls and issues, encompassing the “white glove experience”
  • Concentration and strong understanding of advanced troubleshooting for all products
  • Analyze tickets for trends in customer issues and report to the trending teams
  • Utilize multiple systems to access customer information, research issues, and educate customers
  • Collaborate with the trending teams to drive continuous process improvement
  • Utilize all available resources to solve internal challenges while ensuring first call resolution
  • Develop and implement scalable solutions to support Key for Business’ mission
  • Lead trend collection and communication efforts for a specific apps or products
  • Assist with other project when needed
  • Other duties and responsibilities as assigned
  • Work overnight hours to assist customers in Germany and Austria

Key Qualifications: 

  • Bilingual - German and English and then Japanese/English
  • Customer service contact center role at least 1 year
  • 6+ months of customer service experience, escalations experience preferred
  • Must demonstrate excellent voice quality and inflection as well as present a professional, courteous, and patient demeanor
  • Ability to foster positive relationships with team members, managers, and internal departments
  • Unconventional problem-solving skills, “thinking outside of the box”
  • Proficiency with learning new technology and system applications
  • Able to have open availability to work any day or time
  • Must be organized, a self-starter, and able to begin and follow through with tasks with minimal supervision
  • Meeting or exceeding the minimum expectations for your current role
Expired job
Expired job

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