Global Support Consultant, Talent Solutions - Japanese speaking

Responsibilities:

Provide exceptional customer and member experience via phone, email, and live chat

Work within a queue-support model with specific daily targets on the number of contacts completed

Develop and maintain an exceptional understanding of the LinkedIn Talent Solutions products through ongoing training while being keenly aware of industry trends

Analyze and understand client and member needs, answering all product inquiries and questions

Lead issue investigations with a consulting mindset by providing timely resolution and adding value to customer interactions by advising and educating customers and members

Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy and product changes that will affect users

Document all communication with users and accounts accurately and in a timely manner in a variety of systems and tools

Ensure that all issues are escalated appropriately to the correct internal departments and management

Collaborate with cross-functional teams efficiently to deliver members-first solutions

Understand, embody and execute LinkedIn’s culture and core values

Basic Qualifications

2+ year of experience in customer service or account management supporting a product/solution using multiple communication channels (email, chat, phone)

Native or business fluency in both verbal and written Japanese and English languages to manage inquiries from Japanese-speaking and English-speaking customers

Preferred Qualifications

Experience working in a customer support role, contact center or queue-based environment

Excellent verbal and written communication skills

Direct work experience in dealing with difficult customers, delivering complex messages that address company needs for additional information or modified actions by the customer

Strong proficiency with digital and online tools, including the ability to explain digital product functionality to customers via telephone, email and chat

Experience in technical and product support/troubleshooting

Ability to multi-task using different media

Well-versed in cross-functional collaboration, with the ability to interact with all levels of the organization

Proficiency in MS Office (Outlook, Word, PowerPoint and Excel)

Suggested Skills:

Customer Service

Communication

Problem-solving

Time Management

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