Customer Service Native Japanese Speaker

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide

resolution to the customer

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with

the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Maintain basic knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services

• Track, document and retrieve information in call tracking database

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Degree holder with three to six months of relevant experience preferred

• Courteous with strong customer service orientation

• Strong computer navigation skills, Keyboarding Skills, internet surfing and PC Knowledge.

• Ability to effectively communicate, both written and verbally as a bilingual speaker for first language of support as well as English. (With basic understanding to industry related terminologies).

• Dependable with strong attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Ability to rotate shifts, as needed

• Japanese Nationality with Spouse Visa preferred