仕事内容:
PLEASE SUBMIT YOUR CV IN ENGLISH

• Job Title Customer Support Agent - Japanese
• Location Remote based in Japan
• Terms Permanente Contract / Full-Time 40h weekly
• Schedule Monday to Friday – 09h00 to 17h30

ABOUT THE ROLE
This is an exciting opportunity for someone who is an empathic and passionate individual. In this role, you will be at the forefront of providing customer support to our customers, handling a variety of cases [Refunds, delivery queries, escalations, basic troubleshooting and more] via email, webchat and social media. The ideal candidate is someone who embodies proactive initiative, self-motivation, with an interest in Wellness/Technology.
The successful candidate will be supporting our partner Slendertone and you’ll get to work beside international team members.
This is a permanent work from home role position so that successful candidate will need to have a suitable work office.
WHAT YOU’LL BE DOING

• Delivering exceptional customer service by responding promptly to customer queries via email, webchat and social media, while maintaining a high standard of quality and empathy.
• Supporting a variety of customer queries including refunds, delivery queries, escalations to other departments, basic technical troubleshooting and more.
• Actively maintaining a strong focus on customer satisfaction and adhering to defined response time expectations.
• Responding to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations.
• Maintaining current awareness of ongoing product changes, proactively ensuring knowledge is up to date and aligned with evolving product offerings.
• Demonstrating a consistent productivity by assuming full responsibility of assigned tasks, while upholding a high standard of quality.
• Proficiently initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
• Contributing daily to process improvement; Assisting with ad-hoc tasks such as building documentation and knowledge base material to support the wider team, during idle periods.
• Supporting small projects of work such as translations of existing material and translation testing.

OTO1
求める人材:
ABOUT YOU:

• You have exceptional communication skills, in both written and verbal English & Japanese.
• For non-native Japanese speakers, a N1 qualification in the JLPT is essential
• You have 2+ years experience in customer service or a support role.
• Experience with volume targets and AHT targets important.
• You have experience working between multiple systems such as Genesys, Freshdesk, Shopify and Microsoft tools.
• You have a passion for the health, fitness and wellness industry.
• You can remain calm under pressure and show empathy when dealing with customers.
• You can maintain a proactive approach to staying informed, actively assimilating relevant information.
• Have a growth mindset and exciting about working with a company that is changing constantly.
• Have remote working experience and capabilities.

待遇・福利厚生:
WHAT YOU GET IN RETURN:

• Fully Remote work based in Japan
• A competitive salary and benefits package
• Equipment provided
• A Buddy on joining
• The opportunity for professional growth.
• Autonomy and Responsibility

その他:
OUR RECRUITMENT PROCESS

• 1. 30 min Teams interview with the Recruitment Team
• 2. Language test if applicable to the role
• 3. 45 min Teams interview with the Hiring Team

Job Type: Full-time
Pay: 3,800,000円 - 4,000,000円 per year