Global Support Consultant, Talent Solutions (Japanese Speaking)

About the role

LinkedIn is hiring a Global Support Consultant for its Talent Solutions line of business, covering Hiring and Learning Support. The role is based in Singapore and is hybrid, with work split between home and the LinkedIn office on select days. You will be the main point of contact for members and enterprise customers, resolving and escalating issues and helping them get the most value from LinkedIn's solutions.

Key responsibilities

• Deliver an excellent customer and member experience by phone, email and live chat
• Work in a queue-support model with daily targets on the number of contacts handled
• Keep up to date with LinkedIn Talent Solutions products through ongoing training and industry trends
• Analyze client and member needs and answer all product inquiries
• Investigate issues with a consulting mindset, advising and educating customers and members
• Build good working relationships with managers and colleagues, and give feedback on processes, policies and product changes
• Document all communications accurately and in time across various systems
• Escalate issues to the right internal departments and management
• Collaborate with cross-functional teams to deliver members-first solutions

Required profile

• 2+ years of experience in customer service or account management using email, chat and phone
• Native or near-native fluency in spoken and written Japanese and English
• Preferred: experience in a customer support, contact center or queue-based environment
• Preferred: direct experience handling difficult customers and explaining complex product information
• Preferred: technical and product support or troubleshooting experience

Required skills

• Proficiency in MS Office (Outlook, Word, PowerPoint and Excel)
• Multi-tasking across different media and cross-functional collaboration
• Suggested skills: customer service, communication, problem-solving and time management