About the Role
Provide customer service to users by handling inquiries through email and live chat, using native-level Japanese and strong problem-solving skills to deliver timely and accurate support.
Responsibilities
- Respond to customer inquiries in native Japanese via email and chat
- Diagnose and resolve user issues efficiently
- Maintain accurate records of support interactions
- Escalate technical problems when necessary
- Follow established support procedures
- Communicate clearly and professionally with customers
- Work independently in a remote environment
- Meet response time and quality targets
- Collaborate with team members on shared cases
- Adapt to evolving customer needs
- Use support software to manage tickets
- Provide feedback on recurring issues
- Maintain confidentiality of user data
- Follow up on unresolved cases
- Contribute to knowledge base improvements
- Handle high volumes of inquiries during peak times
- Stay updated on product changes
- Ensure consistent service across channels
- Identify customer sentiment and adjust tone
- Report system bugs accurately
- Balance speed with accuracy in responses
- Support customers across different time zones
- Follow escalation protocols for sensitive issues
- Assist with onboarding new support staff
- Participate in team meetings remotely
Nice to Have
- Previous remote work experience
- Background in tech support
- Familiarity with SaaS platforms
- Experience supporting Japanese-speaking users
- Knowledge of customer service metrics
- Training in conflict resolution
- Higher education in communications or related field
- Multilingual abilities beyond Japanese and English
Compensation
Competitive salary based on experience
Work Arrangement
Remote
Team
Distributed team supporting global clients
Languages
- Native Japanese required
- Professional working proficiency in English
Work Setup
- Fully remote position
- Must have dedicated workspace
- Reliable high-speed internet required
Not available
