Japanese Speaking Senior Customer Service

Job Description

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Key Responsibilities

• Summary: Responsible for providing industry-leading customer service while meeting the quality and schedule expectations of the companys customers. Provides advice and supports to business owners regarding advertising on the internet. 
• Researching information; assembling and forwarding information; verifying customer's understanding of information and answer. Communicates technical matters in laymens terms.
• Records customer inquiries by documenting inquiry and response in customers' accounts; captures and documents customer complaints.
• Create and provide day to day maintenance of campaign in AdWords.
• Research keywords as well as develop and optimize text and displays ads in conjunction with the marketing team to increase conversions and reduce costs.
• Conduct daily bid and budget optimization of campaigns.
• Analyze campaign data, interpret and synthesize results, and recommend action to optimize campaigns and keywords. 
• Prepare reports to communicate campaign performance to advertisers.
• Recommend changes to website architecture, content, linking and other factors to improve SEO positions for target keywords.
• Continually update knowledge of latest industry best practices and strategies and deploy these when appropriate.
• Implement SEO strategies to optimize organic search rankings.
• Perform keyword search, make SEO recommendations for website content and develop link building strategies.
• Contribute to advertiser's campaign performance report, using data to tell stories and provide actionable insights.
• Nurturing high-end clientele and be contact person for status of application and orders, billing and/or payment issues, customer profiles, program and campaign information.
• Assists customers in required processes including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer.
• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines.
• Processes and investigates returns and/or manages customer cases to resolution.
• Contacts customers for possible follow up, resolution temp check, optimization and proactive outreach purposes.

Skills & Experiences

• Min 1 year customer service experience
• Fluent in English, Japanese (N2 and above)
• Able to work on shift basis