We are seeking a knowledgeable and passionate individual to join our team as a Customer Service Representative with a focus on sales. The ideal candidate will have a strong understanding of leading social media products and community standards, along with excellent interpersonal, verbal, and written communication skills. Empathy and a customer-centric approach are essential.
Key Responsibilities:
1. Customer Support:
- Provide support through various channels, including online chat, emails, instant messaging, and phone calls.
- Act as a point of contact to provide consultative support on advertisers and agencies accounts.
- Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.
- Ensure clients receive the highest level of sales and operational customer service.
2. Advertiser Engagement:
- Research and compile advertiser requirements, provide guidance on best practices, and apply technology and product knowledge to address business needs.
- Drive product adoption and educate clients from basics to best practices.
- Drive advertiser communications and technical issue resolution by providing guidance and optimization suggestions through inbound and outbound calls.
3. Sales and Revenue Generation:
- Promote advertising opportunities on the social media platform based on process and procedure.
- Execute structured multi-channel outreach (call, email, instant messaging) with approximately 80+ interactions daily.
- Target predefined lists of clients or company-sourced prospects, including decision influencers and limited business decision-makers.
- Deliver client-defined messaging for consistent and repeatable execution. Focus on single offerings specific to the target audience.
- Identify high-value opportunities and encourage advertisers to increase investment in advertising using the client's platforms.
4. Operational Excellence:
- Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools.
- Liaise with cross-functional teams on structuring and executing operational and strategic services and programs.
- Analyze the performance of priority accounts and create optimization actions, including account up-selling, creative tips, and bidding/budget/targeting recommendations.
Qualifications:
- Strong background or interest in the customer service industry with exposure to cross-selling, inside sales, retention, or marketing.
- Strong understanding of social media platforms and features. Past experiences with social media organizations are a plus.
- Must be IT savvy and familiar with Microsoft and Google tools and applications.
- Language proficiency in English and Korean.
- Minimum certification of a college degree in any discipline. Any additional certifications or achievements are a plus.
