Customer Support Specialist - Japanese

Customer Support Specialist- Japanese

TripAdvisor.com is the largest travel community in the world and a leader in the growing online travel market, offering high quality, unbiased content plus the opportunity to book your trip!

At TripAdvisor, we combine a unique mix of creativity, analytics, and a casual environment to get innovative new products and services to market faster, and we need the best and the brightest contributors to help move that forward. We are a passionate, fun, and analytical team with the energy of a start-up and the stability of a profitable company.

We are looking for a bilingual (Japanese and English) Customer Support Specialist to join our Singapore team with the following responsibilities:

  • Deal directly with TripAdvisor community - users and business owners via phone and e-mail
  • Respond promptly to customer inquiries
  • Handle and resolve customer complaints within a 1-2 business-day turnaround
  • Obtain and evaluate all relevant information to handle inquiries and complaints
  • Direct requests and unresolved issues to the designated resource
  • Keep accurate records of customer inquiries, interactions, and details of actions taken
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Track and report on appropriate metrics
  • Troubleshoot technical problems and escalate bug reports to management

Requirements:

  • Highly Fluent in spoken and written English and Japanese required
  • Passion for solving Customer Issues
  • Ability to handle confidential information and adhere to established protocols
  • Strong time management/prioritization skills and multi-tasking ability
  • Excellent editorial judgment and command of the English and Japanese languages
  • Ability to work independently, anticipate problems and suggest solutions
  • Experience with relevant applications, including but not limited to:
    • Web-based content management systems
    • CRM/Customer Support Tools (Zendesk, Salesforce.com, RightNow, NetSuite, etc.)
    • Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
    • Social Media Applications (Facebook, Twitter, etc.)
  • University degree (communications or hospitality fields a plus!)

In addition, the ideal person for this role will be:

  • Flexible and open to change and new information, and grasps the essence of new information; Identifies and analyzes problems; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
  • Exhibits integrity through fair and ethical behavior toward others and a demonstrated sense of responsibility and commitment.
  • Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people.
  • Ensures that projects are completed in an appropriate and timely manner; acknowledges mistakes, learns from them and moves forward productively.

*LI-JR1


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