Job Description
This position requires a dedicated Customer Service Representative proficient in Japanese to deliver exceptional customer support services. The role involves managing customer interactions through multiple channels, including email, online platforms, and backend systems. The representative will be responsible for resolving customer inquiries, addressing concerns, and providing timely solutions to ensure customer satisfaction. Additionally, the candidate will need to collaborate with internal teams to streamline processes and maintain accurate records of customer feedback and requirements.
Key Responsibilities
- Process and prioritize backend work orders efficiently, ensuring timely resolution of customer issues.
- Provide 24/7 customer service through online query systems and email, maintaining professionalism and responsiveness at all times.
- Handle a wide range of customer inquiries, including product-related questions, billing issues, and technical support requests, using both email and online communication tools.
- Act as a liaison between customers and other business departments, such as sales, technical support, and product development, to ensure seamless coordination.
- Document and track customer feedback, suggestions, and complaints in a structured format, ensuring all information is accurately recorded and shared with relevant teams.
- Resolve complex customer complaints and special circumstances with empathy and problem-solving skills, while maintaining a positive customer experience.
- Perform routine tasks such as order status updates, account management, and service follow-ups to support customer retention and loyalty.
- Stay updated on company policies, product updates, and service changes to provide accurate and up-to-date information to customers.
- Collaborate with cross-functional teams to identify process improvements and enhance customer service delivery.
- Ensure compliance with data privacy regulations and maintain confidentiality of customer information at all times.
Job Requirements
- Native or fluent proficiency in Japanese and strong written/oral communication skills in English.
- Proven experience in customer service, preferably in a fast-paced environment with a focus on multilingual support.
- Excellent problem-solving abilities and the capacity to handle challenging customer situations with patience and professionalism.
- Ability to work independently and as part of a team, with strong organizational skills to manage multiple tasks simultaneously.
- Proficiency in using customer service software, CRM systems, and email platforms to streamline operations.
- Strong attention to detail and accuracy in documenting customer interactions and feedback.
- Ability to maintain a calm and positive demeanor during high-pressure situations or customer complaints.
- Basic understanding of business operations and the ability to communicate effectively with internal teams.
- Flexible availability to accommodate shift work or extended hours as needed.
- Commitment to continuous learning and improvement in customer service techniques and industry knowledge.
