Advertisement Customer Specialist (Proficiency in Japanese)

Location Singapore
Discipline Advertising & Public Relations
Job Reference BBBH134341_1705997910
Salary S$4500 - S$6000 per month
Consultant Email claudia.kueh.new@experisitcont.sg.manpowersg
EA License No. 02C3423

Responsibilities:

  • Handle and resolve end to end sales queries for advertising, signal and measurement products across email and chat channels in Japanese language for non-English speaking customer based in Japan
  • Own and drive query resolution through collaboration with internal teams to resolve all types of customer queries
  • Conduct planning and scoping calls with internal sales teams to align the scope of work
  • Drive customer satisfaction metrics by ensuring service quality through case journey, providing regular updates across touch points
  • Adhere to service levels and achieve best in class productivity, impact and resolution times for end customers
  • Manage escalations workflows with internal cross functional teams
  • Partner with cross-functional teams 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 in Marketing, Business, Information Technology or similar field of study, or equivalent practical experience
  • Minimum 3+ years of Technical Customer support or Operations experience
  • Experience working in-house or in a Contact Centre/Service program for any Advertising Tech company is a plus
  • Fluent with social media products usage and basic understanding of the advertising industry
  • Experience in resolving high-volume technical issues
  • Business proficiency (written) in Japanese (Min. JLPT N2 or equivalent certifications) to communicate with non-English speaking clients based in Japan via emails and live chats