This job listing expired on Apr 15, 2020
CS JPN Representatives are service specialists supporting Japanese Blizzard customers with account-related issues and technical related issues via email and possibly webchat. As a key member of customer service, CS JPN Representatives are expected to maintain Blizzard’s culture of excellence and commitment to quality in every aspect of their work.
[POSITION RESPONSIBILITIES]
- Respond to foreign customers’ inquiries and provide first contact resolution of customer issues via web-chat and email (including the 3rd methods)
- Deliver timely and accurate responses to customer questions and requests
- Take personal ownership of customer requests and maintain accountability for follow-through
- Perform account maintenance, data entry and order processing functions
- Provide exceptional customer experience as measured through customer surveys
- Maintain productivity that meets or exceed departmental goals for JPN ATSR
- Display a professional, positive and enthusiastic demeanor to customers
- Demonstrate a thorough understanding of departmental policies and procedures
- Maintain an accurate account of hours worked and report any discrepancy in a timely manner
- Maintain security and confidentiality of Blizzard internal information and customer/account information
- Escalate and communicate any customer well-being issues
- Other duties, as assigned
[REQUIREMENTS]
- Japanese communication skill – Written and Verbal Japanese
- Achieve and maintain minimum courses and certifications for their career path
- Team player with a positive attitude
- Flexibility to change work hours based on business requirements
- Strong customer service and written communication skills
- Moderate working knowledge and troubleshooting skills of computer hardware, software, and networking
- Ability to work under pressure in a fast-paced, high-volume environment
- Excellent attention to detail
- Demonstrate our Blizzard and customer service core values
[PLUS]
- Drive for self-improvement
- Passion for supporting gamers
- Intimate knowledge of Blizzard games
- Can carry casual conversations in English