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