Japanese Customer Support Associates — Financial services

QUALIFICATIONS

• Language proficiency:
  • Native-level Japanese language skills
  • Proficient in written and verbal English
• At least 1 year working experience in a Japanese firm, University graduate
• Prior experience working in customer service preferred but not required
• Basic technical skills—able to navigate through smartphone and computer applications
  • At least 25 WPM typing speed
• Has a growth mindset with the desire to keep learning
• A critical thinker with good analytical skills and attention to detail
• Flexible and able to work in a fast-paced, team-oriented environment
• Able to multitask and take responsibility in challenging situations
• Able to provide and receive feedback

RESPONSIBILITIES

• Respond and resolve customer concerns in a timely, accurate, and professional manner via chat, email, and phone
• Connect and build rapport with representatives and members by actively listening, asking the right questions and offering solutions while demonstrating a deep understanding of their concern
• Offer quality customer service on every customer interaction to surpass expectations
• Efficiently escalate complex problems to appropriate internal resources
• Document customer interactions to help maintain the client’s internal and external knowledge bases
• Collaborate with coworkers to provide insightful feedback that will improve processes and products
• Perform other tasks as required by the program