Job Description
This role is responsible for providing professional customer service support through online platforms, ensuring timely resolution of user inquiries and concerns. The candidate will actively identify and address issues within business processes, contributing to continuous improvement and operational efficiency. Additionally, they will analyze user experience challenges, uncover hidden needs, and collaborate with cross-functional teams to implement solutions that enhance service quality and drive business growth. The position requires flexibility in work hours, including the ability to handle long night shifts to maintain service continuity.
Key Responsibilities
- Operate online customer service tools to receive and respond to user inquiries via multiple channels (e.g., chat, email, phone), maintaining a high level of professionalism and accuracy in communication.
- Systematically identify process-related problems, document them, and provide timely feedback to relevant teams for resolution. This includes analyzing root causes and proposing actionable improvements.
- Conduct in-depth research on user experience obstacles, gather insights through data analysis and user feedback, and develop strategies to optimize workflows and enhance customer satisfaction.
- Collaborate with product and operations teams to implement process improvements, ensuring alignment with business goals and quality standards.
- Monitor service performance metrics and report on key KPIs to support data-driven decision-making and continuous service enhancement.
- Ensure seamless support during shift changes, particularly for long night shifts, by maintaining clear communication and handover protocols.
Job Requirements
- Native or fluent proficiency in both Japanese and Chinese, with the ability to communicate effectively in professional settings and handle complex customer interactions.
- Strong business acumen and analytical skills, capable of understanding core business concepts and financial principles after training. Prior experience in finance or related fields is a distinct advantage.
- Excellent problem-solving abilities, with a proactive approach to identifying inefficiencies and proposing innovative solutions to improve service delivery and operational processes.
- Ability to work in a fast-paced environment with minimal supervision, demonstrating adaptability and resilience under pressure.
- Proficiency in using customer service software and tools, including ticketing systems, CRM platforms, and communication applications.
- Flexibility to adapt to shift work schedules, including long night shifts, with a commitment to maintaining high service standards regardless of working hours.
- Strong teamwork and collaboration skills, with the ability to work closely with internal departments to achieve common objectives.
- Basic understanding of digital tools and technologies, including data analysis software and workflow management systems, to support process optimization efforts.
Qualifications
Preferred qualifications include a bachelor's degree in business administration, finance, or a related field, along with 1-2 years of experience in customer service or operations support roles. Demonstrated ability to work independently and manage multiple tasks simultaneously is essential. Candidates should also possess a proactive attitude towards learning and professional development, with a willingness to undergo training in financial systems and business processes. Strong interpersonal skills and the ability to maintain a positive attitude in challenging situations are highly valued.
