About the Role
This position involves providing frontline customer support to users, primarily in English and Japanese, during designated business hours. The agent will troubleshoot issues, respond to inquiries, and ensure a positive customer experience while working remotely within the Philippines under a temporary contract.
Responsibilities
- Respond to customer inquiries in a timely and professional manner
- Provide technical and account support to clients using documented procedures
- Communicate effectively in both English and Japanese with customers and team members
- Document and track customer interactions in the support system
- Escalate complex issues to higher support levels when necessary
- Follow established protocols for data security and customer privacy
- Maintain accuracy and completeness in case notes and logs
- Adhere to service level agreements for response and resolution times
- Assist in translating customer messages when required
- Collaborate with team members to improve support processes
- Participate in scheduled training and team meetings
- Work assigned shifts during business hours in the local time zone
- Handle customer complaints with empathy and professionalism
- Ensure consistent application of policies across customer interactions
- Support onboarding of new clients when needed
- Report recurring issues to relevant internal teams
- Maintain up-to-date knowledge of product features and updates
- Follow escalation paths for urgent technical problems
- Contribute to knowledge base articles when appropriate
- Uphold brand reputation through clear and courteous communication
- Meet performance metrics related to quality and productivity
- Adapt to changing priorities during peak support periods
- Use internal tools to manage tickets and customer data
- Maintain compliance with company policies and procedures
- Support continuous improvement initiatives within the team
Compensation
Not specified
Work Arrangement
Remote
Team
Customer support team handling client inquiries and service requests
Contract Duration
This is a fixed-term position with an end date of May 2027. Employment is contingent on project needs and performance.
Language Requirement
Applicants must demonstrate professional working proficiency in both English and Japanese. Bilingual assessment will be part of the hiring process.
Not applicable
