Japanese/English Global Customer Service

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Location Tokyo, Shinagawa
Employment Type Direct hire
Term of Employment Full time
Professional Area Customer Support
Languages English (fluent)
Japanese (fluent)
Skills

【Required Skills】
2-3 years of experience working in Japan or working using both Japanese and English.
Experience writing/sending business emails in Japanese.
・Japanese level: Business level-native level (able to read, write and speak Japanese clearly, concisely and fluently without problems on the phone)
*People that can read, write and make phone calls in clear, concise and fluent Japanese.
・English level: Business level (TOEIC 800 points or above) or similar skill level (fast reading ability; currently using English at work, etc.; ability to read, understand and translate English texts properly, translate them into Japanese)

・Basic PC skills, IT literacy
- Touch typing, business mails, Excel (usage of Functions), PPT, Word
- Being able to look up unknown information and apply new knowledge, internet literacy
* Many IT tools are used for this job
- Chat communication using Slack, Skype, etc.

【Desired Experience】
- Data analysis and numerical management
- B2B correspondence (live, mail, phone, etc.)
- Team management or trainer experience
Desired Personality
  • 相手の真意を汲み取り、予測して動いて行ける方
  • 相手に共感し、思いやりのあるコミュニケーションができる方
  • 変化と速度の早い職場での仕事を楽しめる方
  • 技術に関する実務的知識とテクノロジーを使うことに抵抗がない方
  • 最高のカスタマーエクスペリエンスを提供することにモチベーションを感じる方
  • 複雑な事柄に対しても順序立てて考えること（ロジカルシンキング）ができる方
  • 他責より自責の考えをお持ちの方
Trial Period あり（6か月）
Working Conditions

＊土・日・祝・年末年始・GWなども含むのシフト制勤務（夜勤なし、実働８H/日）
給与：月収25万円～35万円程度（ご経験、能力を考慮して決定）

※固定残業時間月30時間分を含む（月45,700円～63,900円）
※残業月10～20時間程度
Hours

Working hours and holidays
09:00～18:00、10:00～19:00、11：00～20：00、12:00～21：00（8 actual work hours）
* Shift based system, including Saturday, Sunday, Holidays, New Year’s Holidays, Golden week, etc.
Probation period (3 months) work hours are from 9：00~18：00
Overtime: about 10-20 hours per month
Days Off

2 days per week (Shift based system, including Saturday, Sunday, Holidays, New Year’s Holidays, Golden week, etc.)
Salary ¥250,000 ~ 350,000 / month
Compensation

給与：月収25万円～35万円程度（ご経験、能力を考慮して決定）

年収例：300万円～420万円
※固定残業時間月30時間分を含む（月45,700円～63,900円）　
残業月10～20時間程度
Benefits

■福利厚生
・各種社会保険完備
・昇給あり
・通勤手当支給（上限月3万円まで）
・健康診断（基礎項目+女性向けオプション有）
・介護休暇
・産前休暇/育児休暇　※取得率100％　男女共実績多数
　－産休育休フォローアップ制度
など
Hiring Process 書類選考⇒1次選考（面接）※オンライン面接/日本語・英語の会話＆文章作成テスト⇒2次選考（面接・適性検査（Web）⇒オファー面談→内定 ※状況に応じて選考の順番・回数・内容が変わる場合がございます。 書類選考

Job Description

Job description
This position will be in charge of ensuring the successful expansion to the Japanese market of a foreign capital unicorn that offers payment services used worldwide.

With the decision to venture into the Japanese market in 2022, the local team is comprised of 50 members. With a plan aiming towards 100 members, we are looking for people that want to grow alongside the project.

Specific tasks
The main task is to respond to client inquiries currently using this payment service (via mail, phone and live chat. Both in Japanese and in English).
Other than that, respond to client’s requests for short-time or long-time projects, as well as actively communicate with them to find the best solutions to meet their needs. The goal of this job is to ensure the success of stakeholders and contribute to our clients’ success in Japan.

User Support
Respond to client inquiries via Mail, Phone and Livechat.
(Phone inquiries are handled by scheduling an appointment via email first and responding to the client’s inquiry via phone at the appointed time)

The number of cases to be handled per day is about 20. By responding to each inquiry in a sincere and dedicated manner, we hope to increase our engagement with companies that introduce our services.
(The main interaction language with clients is Japanese. Internal manuals, etc. are in English)

Project Promotion
Whether it be the improvement of everyday tasks or suggestions for new policies, we are constantly working together with our customers to move forward and improve our services.

Team building
As our teams grow alongside our plans for future services and project expansion, we work by taking leadership and aiming to grow as a team.