Customer Service Analyst

Customer Service with Sales

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 TikTok products 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 (default) and Korean
• Minimum certification of a college degree in any discipline. Any additional certifications or achievements are a plus.