Bilingual Customer Service Representative

We are looking for a Customer Service Representative to provide reactive support to our clients. You can work remotely, but must be available during our regular business hours on Tuesday to Saturday (10 AM – 7 PM Japan Standard Time).

What you will work on:

• Responding to inbound tickets with urgency and in a timely manner
• Resolving client complaints via phone, email and social media
• Creating and maintaining client accounts by recording account information, logging client interactions / feedback and processing client requests
• Providing support on looking for substitute tutors during:
  • Tutors transition out of Tokyo Academics
  • Tutors take leave/time-off
  • Tutors change their schedule/available times
• Assisting in maintaining a seamless client experience when making changes to a client’s schedule or looking for substitute tutors
• Monitoring frequently all internal and external communication channels to process any additional client requests
• Managing and organizing large amounts of emails, calls, and internal messages daily
• Resolving client issues by understanding and / or clarifying the issue, identifying root causes, and making the correct decision on when to escalate
• Following internal communication procedures, guidelines and policies
• Conducting outreach to clients via phone or email to verify account information and to inform clients of deals, promotions, or new product offerings
• Compiling reports on overall customer satisfaction
• Remaining calm when customers are stressed or upset

Who you are:

• Graduate of a Bachelor’s degree related to Marketing, Communication, English, or any relevant degree
• High Proficiency in English (reading/writing/speaking) – Internal communication happens only in English
• Native Fluency in Japanese (reading/writing/speaking)
• Minimum of 3 years experience working in a customer support role
• Able to respond to incoming requests with urgency and manage priorities across communication channels
• Good systematic and organizational skills
• Ability to quickly and effectively interact with team members in various time zones
• Access to stable and lined internet connection with a minimum download speed of 20 mbps
• High proficiency with Microsoft and Internet applications (Google Sheets, Docs, etc)
• Comfortable with technology including Skype and other VoIP software to handle phone calls
• Passionate about customer service and willing to go the extra mile to engage customers
• Thorough knowledge in multiple online cloud-based customer service software and global distribution systems (Slack, Hubspot)

Benefits:

• Competitive compensation package
• Bonuses based on company growth
• 20 days of paid time off per year
• Join a growing bootstrapped company with a lot of potential for growth
• Autonomy to implement ideas and have a significant impact

Work hours:

• Tuesday – Saturday, 40hrs per week
• Working remotely, but must be available during regular business hours (10am-7pm Japan Standard Time)