Requirements:

• More than 1 year of experience in a customer service role, with a strong track record of resolving issues and providing excellent customer service
• Proficient in Japanese at N1 level (native speaker) is a must
• Kanji language requirement. Fluency in the Japanese language, including knowledge of Kanji characters, is necessary for this role
• Excellent critical thinking skills - you can identify the root cause of a problem
• Stellar organization skills - nothing slips by you or falls through the cracks
• Strong computer and troubleshooting skills
• Live chat experience a plus
• Zendesk experience a plus
• Basic knowledge of JIRA, HTML, Excel and SQL a plus

Responsibilities:

• Respond to high volume of customer-submitted email requests, live chats and phone calls in a prompt manner
• Troubleshoot and guide customers through website and mobile app usage
• Stay up to date on new product features and improvements
• Assist with ad-hoc projects and tasks as needed
• Attend to Japanese-speaking clients in their native language
• Identify and communicate system issues to our QA and Development teams
• Meet customer satisfaction, efficiency metrics and issue resolution targets
• Collaborate when necessary with team members across Customer Success, Integrations, Data Team, Product, and Engineering functions