Customer Support Specialist

Responsibilities

• Efficiently respond and communicate with clients to understand and service their needs via via different communication channels: live chat, messengers, tickets system, phone
• Effectively analyse customer data to make appropriate recommendations and problem resolutions
• Resolve product or service concerns by clarifying the customer’s problem, determine the cause, select and explain the best solution to solve the problem, expedite correction or adjustment, follow up to ensure resolution
• Demonstrate excellent customer service by facilitating positive long-term relationships and a high potential for repeat business
• Build rapport with clients and effectively resolve conflicts and contradictions
• Contribute to team effort by accomplishing related results as needed
• Commit to meeting quality standards in processing customer queries

Requirements

• Basic knowledge of work with Google framework (Drive, Sheets, Docs). Experience of resolving difficult issues
• Experience of communication with angry clients
• Basic understanding of empathy. Understanding of customer service with ability to identify weak areas
• Basic knowledge of best CS practice
• Proficiency speaking and writing in Japanese and English
• Strong interpersonal skills
• High level of professionalism
• Attention to detail and punctuality
• Own a laptop (Windows with a minimum of 8Gb RAM Memory or Apple Mac 2015 model onwards)
• Stable internet connection

We offer:

• Working for a dynamically growing company
• Trainee period
• Opportunity to work remotely
• 12 shifts of annual leave per year
• 8 shifts of sick leave per year
• Professional education budget
• Language learning budget
• Wellness budget (gym membership, sports gear and related expenses)