Customer Service Representative (Japanese)

About the Job

Customer Service Representative handles day-to-day Live Online operations and assures maximum satisfaction of our internal and external clients by managing their expectations in order to achieve the objective of creating long-staying, loyal customers. This is a temporary job and will last approximately 12 months.

Weekday shifts are 8:30-17:00 or 12:00-20:30 (1hr break included) Weekend/NH shift is 8:30-17:00 (1hr break included) JST

Responsibilities:

• Provides basic lesson support for Live Online instructors and students
• Maintains positive customer relations and ensures customer satisfaction
• Resolves customer inquiries and complaints via phone, email and case management
• Maintains customer records
• Conducts first lesson orientations
• Schedules lessons for customers and instructors
• Encourages customer re-enrollments

Skills and Qualifications:

• Exceptional interpersonal and communication skills
• Strong organizational skills, attention to detail
• Experience working with web-based software applications
• Previous customer service experience desirable
• Expert level Japanese/Advanced level English
• Salesforce.com experience desirable
• Must be available to work occasional nights, weekends and holidays

Technical requirements:

• A minimum of 15 Mbps download speed / 15 Mbps upload speed.
• A stable wired connection to the internet (Wi-Fi is not sufficient).
• A PC or laptop running Windows 10 or higher, or macOS 11 or higher (Linux does not support our applications)
• A USB headset and a camera.
• For those living in areas where load shedding occurs, it is required to have a backup system to support your devices.
• At least 2 GHz of base processing speed and RAM equal or above 4096 MB (4GB)