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| 部署・役職名 | Sr. Customer Service Specialist |
|---|---|
| 職種 | |
| 業種 | |
| 勤務地 | |
| 仕事内容 |
The Senior Escalations Specialist is a key point of contact for relevant business and development teams, and will support them on resolution of executive escalations they own, but require CS support. Language skills are especially important, as this person will create succinct write－ups in a narrative style format for senior leaders. The successful candidate must also have the ability to research complex use cases that involves multiple customer contacts and determining the root cause（s） for the issue. Key job responsibilities The core functions of the Senior Escalations Specialist include: Resolve Customer Trust Escalations related to Brand, data regulation, or privacy concerns, driving tech investigation to identify root cause and restoring the customer’s trust in devices Support the managers on the day to day VP Inquiries owning the investigation of an escalation from start to end, including preparing the final responses to senior leaders, following the narrative style format Dive deep into customer problems, building the entire history of customer contacts, to determine root cause Contact the customer directly to gather data for root cause analysis, troubleshooting, and close the case for the customer Conduct data queries and general data analytics related to escalations the team is handling Manage process improvement initiatives, including the scoping and implementation of projects stemming from escalations Effectively communicate with both internal and external customers by adjusting your communication style to your audience Create and document new processes to efficiently handle escalations and ensure that the D2AS Escalations Domain in KC is up to date Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a commitment to excellent customer service Successfully completes approved special projects as assigned |
| 応募資格 |
【必須（MUST）】 Fluency in both Japanese and English （spoken and written）Must be in good standing Experience with MS Office and CSC customer service tool set Bachelor's degree or 2 years Experience Experience interpreting and communicating analytics Experience communicating technical concepts to a non－technical audience Ability to quickly adapt to changing priorities and generate innovative solutions in an extremely fast－paced environment Illustrate communicating and/or presenting to Sr. Leaders or other stakeholders Demonstrates flexibility in work hours based on scheduling needs and customer demands A minimum of six months of experience handling customer escalated contacts such as D2AS Advanced Technician, DART （Resolution Specialist）, Social Media, ECR or Search ＆ Rescue. 【歓迎（WANT）】 Six months of experience in any D2 skillsExperience utilizing Heartbeat and Tableau Proficiency in other languages Proficient project management skills （communication, planning, documentation） and the proven ability to identify opportunities, and drive them to completion （kaizen, six sigma, project management methods）. Knowledge of project management tools like SIM. HTML skills for creation of departmental and interdepartmental documentation and communication. |
| 受動喫煙対策 | その他 「就業場所が屋外である」、「就業場所によって対策内容が異なる」、「対策内容は採用時までに通知する」 などの場合がその他となります。面接時に詳しい内容をご確認ください |
| 更新日 | 2022/06/26 |
| 求人番号 | 2250276 |
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