Customer Business Care Specialist for an e-commerce company | Michael Page Japan の求人詳細

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更新日 2018-09-19
掲載開始日 2018-09-18

Customer Business Care Specialist for an e-commerce company

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人材紹介
Michael Page Japan
企業名 会社名非公開
職種
Michael Page Japan
カスタマーサービス - カスタマーサービス/カスタマーサポート
業種 その他IT関連
勤務地 アジア 日本 東京都

仕事内容 The Client Business Care Specialist will support large merchants or new sellers with their day to day operational issues by phone, email, working with the relevant key stakeholders closely to help sellers' business growth, providing timely resolution and education as well as maintaining a strong partnership with the account management group.


Description

* Handle day to day reactive issues with sellers via inbound and outbound phone and email
* Act as a trusted advisor to sellers and account managers on defect review/removal, eMBG case review/auctioning, technical issues, reactive GSP inquiries, and standards and policy-related issues that can impede sales growth
* Coach sellers so that issues and policies do not impede their business in futures and helping them develop a dedicated approach to avoidance (as opposed to resolution after the fact). Including adoption of tools and/or best practices
* Closely monitor the top sellers' performance on item quality, policy compliance, trading behaviors, shipping efficiency, and sales trend
* Interact with internal stakeholders, advisors, policy-makers and technical teams to assist with speedy resolution
* Establish a trusting relationship between the company and the seller while maintaining a high level of detail and accuracy
* Be empathetic to sellers concerns and display a sincere desire to serve with ownership through to resolution
* At times, use negotiation and influence to advocate on behalf of the company and/or the seller
* Summarize and provide seller feedback to management


Profile

* 2-3 years of experience within customer service or equivalent
* Strong empathy with merchants (sellers) coupled with an understanding of what good buying and selling experience looks like
* Confidence in dealing with account managers and leads from seller development at all levels
* Excellent verbal, written and interpersonal communications skills
* A Business level English and local language when required to interact with sellers in their local language (written and spoken)
* Ability to speak to sellers with a high degree of commercial awareness and integrity, often mentoring and educating and sometimes providing feedback that may not be received well, skilled in handling objections
* Ability to communicate strongly with internal stakeholders, always emphasising the point of urgency for sellers
* Conflict management skills and ability to deliver difficult messages verbally
* Strong analytical and problem-solving skills with a deep attention to detail and uncommon follow-through
* Research and investigate information quickly, view information from alternative perspectives and categorize information that may not easily be interpreted at a glance
* Possess a strong process orientation including the ability to identify trends and opportunities for improvements
* Resilient, ability to work/multi-task under high stress and fast-paced environment
* Navigate the internet effectively
* Proficient in Microsoft Office
* Strong team player who thrives working in a team environment


Job Offer

On top of your salary, there is an incentive bonus. You are able to work in a casual environment where English is the working language. The company has a flat structure.
企業について
(社風など)
Our client is a multinational e-commerce company. In Japan they're not so big but worldwide they have more than 10 000 employees. They sell domestic Japanese products overseas, this is very unique.
英語能力 ビジネス会話 (TOEIC 735-860)
日本語能力 ネイティヴレベル
年収 日本・円 350万円 〜 650万円   
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Customer Business Care Specialist for an e-commerce company

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