Customer Service
Our client is looking for a highly motivated and resourceful individual to strengthen our clients Customer Support team. You’ll help building out world class operations optimizing all support
channels including, but not limited to, email, chat, social media, and phone – all while strengthening team culture.
In this fast-paced environment, you’ll serve as a cross functional liaison working with product,
engineering, business development, marketing and finance to drive our clients most important strategic priorities. This position is located in our Tokyo office.
You will:
● Effectively solve customer inquiries via email, phone, and Twitter using a CRM tool, and
internal tools
● Utilize your deep knowledge of the product and industry in order to serve our customers
● Act as a role model for other Support Representatives in terms of customer satisfaction,
productivity and teamwork. Analyze trends in customer issues and suggest improvement
plans to establish engagement
● Help driving improvements in customer satisfaction across channels
● Help tracking metrics to measure the growth and performance of the team, and provide
reports as needed
● Treat Support as a product with our client, innovating and iterating on the customer experience
● Help gathering and synthesize relevant data, suggesting improvements in the tools and
techniques to help scale the team
● Always be iterating improvement PDCA cycle to enhance our service
You have:
● Japanese citizenship
● Business level English written and verbal communication skills (equivalent to TOEIC score
850 and above)
● A passion for Fintech and innovations
● 1+ years of work experience in customer support for Japanese customers
● Experiences of outbound call or sales experiences is better
● Genuine curiosity about people and business, while possessing the ability to inspire passion
in others
● The ability to adapt to new situations quickly and think on your feet
● Passion to acquire and improve management skills as a future candidate for management
role
● A desire to help people and improve the customer experience
● Strong organizational, analytical, written, and verbal communication skills
● The ability to effectively influence and communicate cross-functionally
● Creative problem-solving abilities and a passion for innovation
● Good attention to detail
● Experience building and scaling customer support operations, particularly in a fast-paced
startup or tech environment is preferable
● Perform well under pressure
● The ability to work weekends as part of a rotating schedule
● The ability to work holidays when it is necessary
● A BA/BS degree from a leading academic institution