Temporary Customer Service Co-ordinator – Japanese speaker

About the Company

At PromoVeritas, we shape and implement prize promotions for major brands such as Cadbury, Kellogg’s, American Express and Pepsi. 

We are a team of 40+ legal, marketing, project management, data, logistics, and web development experts who manage everything from giving solid legal advice on implementing promotions worldwide, to selecting winners of prize draws, to judging entries for competitions or creating ‘Willy Wonka’ style instant win packs, to contacting winners and arranging their prizes – all with an emphasis on compliance, knowledge and consumer care. 

There is a huge amount of variety, a strong team ethos and the joy of seeing your work on supermarket shelves and websites all around the world.  Although the company is grounded in compliance and operations, a significant and growing source of revenue is our digital services, and we are now looking to expand our team of developers.

About the role

Reporting to the Customer Service Team Leader, you will be responsible for being the first point of contact for customers. The role requires a high level of customer service and the ability to communicate orally as well as in writing in Japanese and in English, working off own initiative and performing consistently and efficiently. Communication will be via telephone, email and proactive alerts. Working to achieve optimum customer satisfaction at all times.  

Key accountabilities and activities

• Bilingual Japanese and English oral, reading and written skills essential
• To provide a consistently high standard of customer service to all customers
• Respond appropriately and professionally to all customers within the agreed SLA
• Handling live customer complaints and queries via calls and emails
• Strong work ethic giving full attention to detail and accuracy
• Able to solve problems with minimum supervision
• Be able to demonstrate a strong customer focus in a fast paced environment
• Help customer register online and process their rewards
• Communicate with customers about their orders, including any delays or changes in delivery
• Keep confidential records and financial information private and secure
• Draft / amend winner communication phone scripts and email message templates, tailoring existing resources for Project Manager approval
• Contact and reply to winners by phone, text and email
• Record all contact and process steps with winners via project specific winner tracking documentation / spreadsheets / databases
• Monitor promotional email accounts and content management systems, record data and issue replies per agreed time targets

Skills and qualifications

• Can use MS Word, Excel, Outlook and PowerPoint with good keyboard skills
• Friendly and patient
• Able to work in a fast-paced environment
• Able to work in a team
• Attentive to detail
• Excellent written communications and verbal skills
• Ability to remain calm and composed in a fast-paced, high-pressured environment
• Proficiency with basic computer applications such as Microsoft Windows, Word, Excel
• Able to work on deadline
• Problem solver
• Listening skills
• Able to prioritise
• Strong administration skills and willingness to be flexible
• Excellent interpersonal skills with willingness to co-operate and work effectively as part of a team
• Good organisational and multitasking skills
• Prior experience working in call centres or as an at home customer service agent

Team Work

• Take direction, accept critique, seek clarity and provide input
• Proactively support team members as required by changing workload demands
• Share skills and knowledge with colleagues within and across teams
• Contribute own experience and ideas
• Demonstrate the ability to juggle tasks without error
• Ensure faultless attention to detail at all times

If you meet the requirements for the role and are looking to join an innovative and rapidly growing business then please apply with a CV and covering letter to rina.gandhi@promoveritas.com.