Customer Service Specialist, Tcn, Publisher Support
6 months ago
Fluent in Traditional Chinese and English language in written and verbal communication
Matric or equivalent
1+ years customer service experience
Working knowledge of Microsoft Office Applications
Ability to navigate multiple computer systems and platforms
We are seeking a driven, experienced professional to work directly with a specialized segment of content providers. The CS Specialist will play a critical role by working directly with publishers while learning from them so that we can create the best-in-class customer experience for them.
Key job responsibilities
Demonstrate timely, accurate, friendly and professional Customer Service (CS) including clear written and oral communication
Meet or exceed quality and productivity goals assigned by management
Demonstrate an appropriate sense of urgency when resolving customer issues
Demonstrate knowledge and use of departmental resources, policies and procedures
Effectively use available tools in order to provide an accurate response and an exceptional customer experience
Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency
Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
Exceed customer expectations by going above and beyond
All other duties as assigned
Cape Town, ZAF
Bachelor’s Degree
1 or more years of experience in CS
2+ years previous experience in a customer service environment
Experience in digital media and knowledge of the publishing industry is a plus
Previous publishing experience advantageous.
Strong attention to detail
Demonstrated ability to prioritize and multitask
Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goals
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