E-Commerce Seller Support Operator – Japanese Speaker

  • Full time
  • Damansara View on Map
  • My Seekers posted 2 months ago
  • Posted: May 20, 2020 -Accepting applications
  • View(s) 81

Job Description

Summary of Responsibilities

·       Provides prompt and efficient service to E-Commerce Sellers through phone, email and chat.

·       Demonstrates ownership of every Seller interaction to achieve successful first time resolution on all contacts.

·       Works with multiple technology applications and features to resolve Seller contacts.

 

·       Demonstrates the ability to recognize and identify system, process and policy issues impacting our Sellers and drive business improvement initiatives.

·       Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.

·       Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

·       Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.

·       Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.

·       Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.

·       Liaise with other departments such as Customer Service, Merchant Investigations, or Payment teams as required to resolve Seller’s issues and questions.

Ideal Candidate Profile

·       Multi-tasking: ability to manage multiple windows simultaneously, including Excel and Seller account information, while providing solutions and deescalating issues.

·       Technical acumen: greater proficiency in Excel, ability to manage/understand seller accounts.

·       Professional maturity (B2B): working with small businesses requires a general understanding of B2B interactions and verbiage to address problems and provide solutions, and to be seen as a reliable expert to the sellers.

·       Written communication: general communication skills are important, specifically the ability to write clearly and concisely when handling seller questions/concerns.

·       Critical thinking/problem solving: different from CS where they primarily read from a script. SeSu associates must be able to think quickly and critically to troubleshoot with sellers – often this requires a greater level of digging in to the details/researching until a solution can be proposed.

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Education, Experience and Skills

·       Education: High School Qualification preferred as a minimum, 3rd level qualification preferred (May vary by location)

·       Language: Japanese

·       Preference of a minimum 6 months experience within a customer service environment.

·       Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications.

·       Demonstrates effective, clear and professional written oral communication.

·       Business acumen in areas of e-commerce and retail is advantageous.

·       Process improvement awareness and experience.

·       Enthusiasm and strong self-motivation.

·       Strong prioritization and time management skills, with a high degree of flexibility.

·       Ability to embrace constant change with flexibility and good grace.

·       Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

·       Demonstrates effective communication, composure, and professional attitude.

·       Exemplary performance record, particularly with regard to quality & productivity.

·       Demonstrated desire to expand skills into new areas.

Work Location : Ara Damansara

Preference : Japanese Native

GOOD in Japanese Customer support

Required skills