Customer Experience Agent (Japanese-speaking/day shifts)

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 be

• Answering 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.

What we expect from you

• Fluent 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.