Customer Service Representative

Ebates is a profitable, high growth e-commerce company based in San Francisco. We offer a casual but fast-paced environment where creativity and effective teamwork and collaboration are rewarded. We are changing the way people shop online, and we strive to provide the best possible customer experience - not to mention cash back on every purchase, with no strings attached.

This position provides customer service during normal U.S. business hours to users of our Tokyo-based shopping rewards site. As such, fluency in Japanese and English are essential, as is an ability to work independently. This position is responsible for providing a variety of customer services to online shoppers through the application of knowledge of our organization, its services and products while using patience, professionalism and positivity. The Customer Service Representative will resolve problems by clarifying customers’ requests, questions and complaints, and must often perform analysis of situations to determine the best use of resources.

**Daily Tasks:** * Review support requests and clarify customer complaints. * Determine cause of problems. * Select and explain the best solutions to solve problems. * Communicate with the team and others in the company to solve problems as needed. * Expedite corrections or adjustments. * Follow up to ensure resolutions **Periodic Duties:** * Recognize, document and alert manager of trends. * Recommend process improvements. * Provide on-the-job training for new employees.

* Must be bilingual English/Japanese * High School Diploma or Equivalent required * Bachelor’s Degree or Equivalent preferred * 2-3 years customer service experience required * Experience using customer relationship management (CRM) software preferable * Customer service experience in the high tech/internet industry preferred * Working knowledge of computer systems, email programs, and internet navigation * Ability to respond to customer inquiries with a high degree of professionalism and accuracy * Excellent communication skills, both verbal and written in English and Japanese * Proficient problem solving ability * Strong word processing and typing skills * Ability to organize and prioritize multiple tasks * Accuracy with language and numbers * Working knowledge of MS Word and Excel * Persistence, determination, and a firm but friendly manner