This job listing expired on Apr 15, 2020
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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