Customer Service

Location: Japan - Tokyo
Job Type: Permanent
Salary: 4500000 - 6000000 JPY
Job Function: Customer Service/Customer Support/Call Center
Reference: JO-190802-198109
Industry: Technology/Online
Sub-Industry: Financial Technology

Company Overview

Global financial technology and mobile payment company!

Job Description

As part of the customer service team, you will continuously learn and develop your skills, utilizing your knowledge in company products and industry in order to serve our customers (both B2B and B2C), and potentially supervise the team in the future. You will be working in a fast-paced environment, reporting to the Customer Service Manager, as well as acting as a liaison with other departments.

Your responsibilities will include:
• Handling general customer inquiries via e-mail, phone, social media, and updating customer information and inquiries using company’s internal tools and database
• Respond to ticket inquiries, follow-up on customer service fulfilment from ticket request to completion of inquiry or issue.
• Provide on-the-spot tech support such as updating of software, installment of hardware, testing connections and solving other errors (training will be provided on product information).
• Acting as a mentor, and supporting junior team members with customer inquiries and escalations.
• Participate in improvement plan projects for the team, analyzing trends in customer feedback, developing ways to improve team performance, providing reports on statistics and other relevant information.
• Participate in global conferences.
• General administration, writing reports on issues, bugs, customer feedback.
• Execute strong delivery on customer support and experience.

Requirements

【REQUIREMENTS】
• Native or close to native Japanese speakers with minimum business level English for communication with overseas offices.
• Experience in call center environment with great people skills and customer-service approach.
• Organized self-starter, analytical and great communication skills for cross-division and external communication.
• Creative and quick problem solving skills with great attention to details.

【DESIRABLE】
• Start-up environment or IT/tech industry background a plus but not a requirement.
• Leadership qualities for candidates interested in supervisor level role in the future.

Additional Job Information

【WHY YOU SHOULD APPLY】
★ Fast-growing, innovative, modern and global company in IT/financial technology industry
★ Training provided and great opportunity for career growth
★ Team work in a casual environment – no dress code!
★ Great work and life balance and competitive salary
★ Opportunity to use English with overseas HQ