Customer Experience Agent (Japanese-speaking/day shifts)

Job description:

Description

A Customer Experience Agent is an essential member of the Customer Experience Team, providing an unbeatable experience for our clients. You'll provide a service that exceeds our customer expectations, taking ownership, and ensuring queries and issues are resolved on the first contact. The business is expanding rapidly, so you'll be used to working in a fast-paced environment that is constantly evolving and innovating, putting our customers at the heart of everything we do. Your daily tasks will beAnswering customer queries via chat and email and support tickets in fluent formal Japanese;Investigating, escalating, and resolving customer cases;Meeting Company's policies, delivering a positive experience for customers;Collaborating with other teams and external partners;You provide feedback to various departments to improve the customer journey and concerns regarding our services; noting that discussion between departments is held in English;Take charge of activities and initiatives dedicated to fostering ethical and socially responsible practices during customer interactions;Mentoring and supporting your colleagues in their day-to-day tasks;Being an active voice for the best customer experience inside the company.

Requirements

What we expect from youFluent in written and verbal Japanese and English;Excellent communication skills with an eye for detail and a proactive approach;Ability to learn and adapt quickly based on updated processes or toolsets;Tech-savvy – highly skilled with computers and new technologies;Previous experience managing demanding customers;Ability to remain focused on main tasks in stressful scenarios.

Offer

What will you find at Yolo Group?Generous learning & development package (personal development plan & trainings, company-wide knowledge sharing & trainings)Opportunity to invest in the Group’s own venture fund, Yolo InvestmentsFocus on your well-being via monthly sports compensation, in-house gym and relaxing sleeping pods in our HQ, 3 health days per year, supporting mental health through Siffi, and private health insuranceCelebrating together! Birthday day off, paid vacation days to celebrate personal life achievements, e.g., child’s first school day, marriage, etc.Comfortable offices with its own cafeteria in HQ, plenty of fruits, snacks, drinks, and good vibesMost legendary events and networking opportunities with colleagues across the whole GroupFree parking at the office (on a first-come, first-served basis)