About the Role
This role involves assisting customers with inquiries and issues using both Japanese and English, while working closely with the support team to ensure timely and accurate resolutions.
Responsibilities
- Respond to customer inquiries in Japanese and English
- Log and track support tickets efficiently
- Escalate technical issues to appropriate teams
- Maintain accurate customer records
- Follow up on unresolved cases promptly
- Assist in translating support materials
- Participate in team training sessions
- Adhere to service level agreements
- Communicate updates during service disruptions
- Gather customer feedback for improvement
- Support onboarding for new clients
- Document common customer issues
- Collaborate with cross-functional teams
- Follow internal support procedures
- Handle sensitive customer information securely
- Meet performance and quality metrics
- Assist with routine account maintenance
- Identify recurring problems and suggest fixes
- Contribute to knowledge base articles
- Participate in process improvement initiatives
- Work under supervision with structured guidance
- Manage time effectively across tasks
- Use customer support software daily
- Maintain professional communication standards
- Support after-hours coverage as needed
Compensation
Competitive hourly rate
Work Arrangement
Hybrid work model
Team
Growing customer operations team
Language Requirements
- Native or near-native proficiency in Japanese is required
- Professional working proficiency in English is mandatory
- Ability to switch between languages during support interactions
Training and Development
- Structured onboarding program
- Mentorship from senior team members
- Regular performance reviews
- Access to learning resources
Available for qualified candidates
