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Appeals Specialist (Japanese), on-site only in Palo Alto, CA at Vaco

Date Posted: 10/8/2018

Job Snapshot

Job Description

Role Summary

Our client's operations team has a position available within the Digital Content division. This individual is expected to build a deep understanding of client's program policies, and provide policy support to internal and external parties. This team has a strong emphasis on customer support, as we will continually measure customer satisfaction.

Key Responsibilities

  • Participate in day-to-day operations for client operations and other cross-functional teams

  • Perform reviews and research in order to provide excellent policy support

  • Attain daily productivity goals while maintaining quality standards

  • Refine tools and processes around daily workflow, and maintain documentation for weekly management reporting

  • Open to overtime as needed to assist the global team in closing out high volumes

Skills and Experience

  • Excellent written and verbal communication skills, effective English communication, with an emphasis on customer support in Japanese language

  • Preferred Bachelor's Degree any field

  • Excellent work ethics

  • Driven, team player, goal-oriented

  • Independent worker who can prioritize tasks and manage time effectively

  • Ability to multi-task and adapt to rapidly-changing environment and process

  • A passion for mobile applications / devices, and experience working with similar / related industry

  • Strong understanding of policy with adaptability under ambiguity

  • Comfortable working in situations that often contain grey areas

  • Availability for overtime when the project demands it

  • Not offended by apps containing violence, gore, nudity

Role-Specific Skills requirements

Skill Name

Proficiency Level

Problem Solving & Escalation Management


Call/Conversation Management


Customer Interaction


Research Ability


Attention To Detail


Writing Composition




Typing Skills