Eastwood | Japanese Customer Service Representative IV (CSR IV) - SEO

Position Summary:

The Customer Service Representative can consult with the customer and find the products or services that help the customer to realize their potential. In doing that, not only do they have the ability to create a fan for our client long term, by advising the customer on the various features and services available to the customer, but they also are helping to deliver against our bottom line. The advocate is a trusted advisor, somebody that can transfer the passion they have for our products to the customer matching their specific needs and requirements. The Store Advocate should be able to truly make the customer feel welcome to experience our online digital products, but also where possible connect the customer to the physical retail stores or either way, make the products come to live. Our Store advocates should be able to be friendly and empathetic, leading through the interaction with the customer, be their authentic self in a way that you would talk and advise with a friend or family.

Overall Responsibilities:

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• Brand advocate and advisor.  Represent brand with passion and excitement
• Efficiently respond to a dynamic online retail store environment;
• Show curiosity for new products campaigns and quickly and accurately consume new product and marketing information required to effectively represent and recommend product and services that meet the customer’s needs.
• Adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)
• Provide options and outline features of product and services to gain or retain a customer
• Effectively recommend enhanced products or services as a solution to the customer needs and customer commitment for product
• Maintain documentation in client or company systems as required
• Build rapport with the customer showing sensitivity to the customer’s cultural orientation
• Maintain basic knowledge of the surrounding Consumer market, its products and players and a demonstrate passion for Our client’s products and services to be able to deliver a compete message

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Job Requirements:

•   At least High School Diploma

·        Excellent language skills (native/near native) both written and verbal in the language they support.

·        Strong active listening skills

·        Curious to learn more and able to apply the learnings to the next interaction

·        Ability to speak and write clearly, to establish quick rapport with a customer, instill confidence and demonstrate passion in meeting and exceeding customer’s expectations, including ability to identify and diffuse varying customer emotions and adapting language accordingly

·        Ability to control and influence the conversation sentiment to ensure a positive overall outcome at the end of the interaction as perceived by the customer

·        Ability to adapt and flex style according to customer personality, culture, and profile (i.e. customers' new to technology and experienced pros alike)

·        Efficiently respond to a dynamic online environment; Exemplifies curiosity for campaigns and demonstrates the ability to quickly and accurately consume new product and marketing information required to effectively help the customer

·        Technical knowledge: Passion for Client Product and Services

·        Help customers discover, buy, use, and love Client products that meet and exceeds their needs; The advocate enjoys interactions with customers and is passionate about owning the support interaction through to the end, happy to close a sale.

·        Confidence and competence to stay on task in a demanding fast-paced environment

Skills/Knowledge/Aptitudes:

·        Sales-DNA, patient and friendly manner      

·        Ability to overcome sales blockers and able to ask for and close a sale in a consultative manner         

·        Natural communicator in tune with cultural landscape and an understanding of the customer culture and market                                                            

·        Proficient in building relationships with customers

·        Strong active listening skills, able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will answer customers inquiry

·        Can leave the conversation on a positive note and supporting the customer to become a Client fan

·        Effective in scoping customer requirements and needs and ability to match Client Products and Services to those needs

·        Ability to work in a fast-paced, collaborative, and dynamic teaming environment & effectively help Client manage opportunities and pipeline through the sales cycle

·        Obsess over Client’s customers and prospects to deliver a world-class sales experience

·        Ability to control the conversation via Chat and/or Phone and excellent communicator who can direct the conversation to a positive outcome

·        Ability to build rapport and establish Trusted Advisor credibility to position the best solution for the customer's business/personal needs

·        Consultative. Great listener and problem solvers for each unique customer challenge.

·        Influential: Motivated to encourage positive customer behavior change and impact.

·        Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.

·        Inspired. Feels connected to the Client mission and is passionate about helping customers get the most value from our products and services.

·        Resilient. Bounces back from, grows and thrives during challenges, change and adversity.

·        Collaborative.  Shares idea and thoughts with their peers and partners to accomplish common goals.