Customer Support Associate (Japanese Speaking Role) (Hybrid 1-2 days in office)

at  Partnerize

WHO WE ARE:

The partnership channel offers scale and automation on a pay-for-performance model that delivers the operating leverage necessary for brand survival. Partnerize empowers marketers with technology built to discover, engage, and convert audiences, at scale, all while maintaining brand safety and control.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES

• Client or customer support experience
• Native Japanese language skills (written and spoken)
• Teamwork, strong work ethic and enthusiasm to learn
• Ability to communicate technical information to a non-technical audience
• Strong prioritisation and organisational skills
• Strong interpersonal and soft skills
• Comprehensive computer literacy

• Problem solving skills

  Desirable knowledge, skills, and abilities

• Experience in digital marketing

• Understanding of online tracking methodologies
• Experience writing guides and training material
• Project Management skills
• Experience in external or internal training
• Marketing, Advertising or Business degree
• Strong working knowledge of Excel or similar with experience in usage of Functions and Formulas

PURPOSE OF THE ROLE

The Customer Support team’s mission is to ensure all clients receive the best customer experience and understand the true value of Partnerize to grow revenue.
As a member of the Customer Support and Delivery Ops teams, you will provide support, admin tasks, training, and guidance to Partnerize’s customers in the JAPAC region. A big part of this is supporting our Japanese customers, so we’re looking for a native Japanese speaker.
This is a hybrid role and would therefore be split between answering support queries, educating, and consulting customers on how to use our software, and providing administrative tasks for clients that receive additional services. Your role may also include the process of onboarding new clients and their partners to our Partner Management Platform.

KEY RESPONSIBILITIES

• Provide customer support for Partnerize’s clients and partners
• Provide administrative support for Partnerize’s clients
• Creating and analysing reports
• Uploading creative content
• Assisting with client invoice processes
• Commission adjustments
• Reconciliations
• Complex commission review
• Train clients on the Partnerize software and services
• Provide documentation for both internal and external use
• Process translations of support tickets
• Liaise with internal teams to ensure we provide extensive service for clients
• Manage tickets, tasks and projects whilst ensuring SLAs, deadlines and KPIs are met
• Occasionally attend client facing meetings or events