Cs Specialist, Trad. Chinese, Publisher Support

Basic Qualifications
- 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
- Fluent in Traditional Chinese and English language in written and verbal communication

Are you a customer-obsessed individual with a passion for solving problems and driving an innovative and fast growing business?

Overview:
We are seeking a driven, experienced professional to work directly with a specialized segment of authors and content providers. The CS Specialist will play a critical role by working directly with authors/publishers while learning from them so that we can create the best-in-class customer experience for them.

Job Responsibilities:

- Demonstrate timely, accurate, friendly and professional Customer Service (CS) in clear written and oral communication and exceed customer expectations by going above and beyond
- Meet or exceed quality and productivity goals assigned by management
- Demonstrate an appropriate sense of urgency when resolving customer issues including knowledge and use of departmental resources, policies and procedures
- 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
- All other duties as assigned

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

Preferred Qualifications
- 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
- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality; deal with ambiguous situations
- Ability to work with technical and non-technical business owners to accomplish goals
- Experience in identifying opportunities to simplify and/or automate complex processes.
- Must be able to think creatively and possess strong analytical and problem solving skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
- Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
- Identify lapses in communication between internal teams and work with those teams to ensure that Indie Publishing is not surprised about new product launches
- Ability to communicate effectively and act as an influencer and ambassador on behalf of Indie Publishing