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Customer Service Representative, Adobe Stock


The Challenge

The new Adobe Stock (previously Fotolia) marketplace offers 40 million high-quality, curated photos and graphics to jump-start your creative projects. And because it’s integrated into the 2015 lineup of Creative Cloud apps, you can spend more time designing and less time searching for and managing your stock images.
In this role you will be planning and carrying out customer service management for Adobe Stock. In addition this role will be responsible for other duties including selected marketing, content management and sales activities in accordance with agreed business plans and global strategy.



What you'll do

  • Act as an interaction point with customers (buyers or members) and contributors (photographers, videographers, image producers) from Japan via tickets/telephone/emails. Includes but not limited to answering queries, product walk-throughs, troubleshooting and problem solving.
  • Application and optimization of existing communication standards in a ticket system or via email
  • Writing of individual pleadings (licensing problems, individual user queries)
  • Preparing invoices for Credit and Subscription purchases
  • Member validation/moderation
  • Creation of galleries on various topics
  • Representing Adobe Stock at trade fairs
  • Preliminary work for the sales team (email forwarding, processing of customer data)
  • Problem solving and troubleshooting via Internal Communication with level 2 support
  • Adhoc Translations (newsletters, websites, applications, communications)


What you need to succeed

  • Minimum of 2 years of customer service or account management experience
  • Understanding of the principles of customer service, sales, marketing, and advertising cost-effectiveness
  • Great at negotiating and identifying opportunities
  • Proven ability to foster relationships with decision-makers across various sectors
  • Excellent language and communications skills (spoken and written) in Japanese
  • Good command of spoken and written English
  • Confident handling of PC/Mac, proficient in MS Office
  • Web-savvy, and have comfortable level of understanding of the media industry
  • Adaptability for learning/using tools and CRM systems (ticketing, back office, etc.)
  • Ability to work independently and under pressure
  • High level of Reliability and Integrity


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