Khmer Speaking Customer Service Sales Representative

Key Responsibilities:

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. o Troubleshoot and resolve complex cases, ensuring high levels of customer satisfaction.

•       Ensure clients receive the highest level of sales and operational customer service.

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.

Sales and Revenue Generation: o

•       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.

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 targeted language must be B2 and/or above.

•       Minimum certification of a college degree in any discipline. Any additional certifications or achievements are a plus.

Core Competencies:

•       Attention to Detail: Ability to quickly identify problems and provide solutions or escalate as needed, balancing customer satisfaction with service standards.

•       Customer-Centric: Maintain a positive and professional attitude towards customers, with sensitivity to their emotions.

•       Quality Focus: Initiate activities to enhance service quality and promote customer satisfaction, adhering to set qualitative and quantitative performance indicators.

•       Communication Skills: Strong written and verbal communication skills, using professional business language in English and targeted languages.

•       Sales Skills: Consistently execute core messaging strategy, navigate to decision makers, and establish clear next steps.

•       Industry Knowledge: Solid understanding of the target industry, able to deliver provided messaging on client solutions

Requirements

Must have:

• Proficiency in both English and Cambodian languages