What you’ll do

  • Deal directly with the TripAdvisor community – end users and business owners via phone, e-mail & Social Media
  • Should deal with sensitive cases carefully
  • Respond promptly to customer inquiries and maintain the TAT of 4 hours
  • 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
  • Should be open to work in 7 days environment

Requirements

  • Highly fluent in spoken and written Japanese and English as the successful candidate will be handling queries from Japanese and English speakers
  • Individual should have an experience in customer service profession
  • 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 language
  • 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 (Salesforce, Zendesk, RightNow, NetSuite, etc.)
  • Word Processing/Spreadsheet Applications (Microsoft Office, etc.)
  • Social Media Applications (Facebook, Twitter, etc.)
  • Ability to type 50-60 words a minute.
  • Personal experience with the TripAdvisor site, including the submission of reviews and participation in Forums
  • Hands-on experience with user-generated content (either personally or professionally)
  • University degree (communications or hospitality fields a plus!)

In addition, the ideal candidate will demonstrate the following competencies:

  • Flexible and open to change and new information; adapts behavior and work methods accordingly
  • Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback.
  • Exhibits integrity through fair and ethical behavior toward others and a demonstrated sense of corporate responsibility and commitment.
  • Treats colleagues and partners with respect: considers and responds appropriately to the needs, feelings, and capabilities of different people
  • Can be relied upon to ensure that projects within areas of specific responsibility are completed in an appropriate and timely manner and acknowledges mistakes, learns from those events and is able to move forward productively
  • Identifies and analyzes problems; distinguishes between relevant and irrelevant information.
  • Ability to balance time to market with a solution and make the right trade-offs along the way
  • Strong analytical skills: understands and utilizes metrics relevant to role
  • Clear communication through expression of facts and ideas in a clear, convincing and organized manner
  • Good business judgment when making decisions and always considers the relevance/impact of each decision on the business

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Demographics

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