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Customer Support Agent - Japanese (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Portugal

Offer summary

Qualifications:

Fluent in English and Japanese, 2+ years experience in customer service, Familiarity with multiple tools (Genesys, Freshdesk, Shopify), Interest in health, fitness, wellness, Remote working experience.

Key responsabilities:

  • Provide outstanding support via email, webchat, and social media.
  • Handle various customer queries including troubleshooting.
  • Ensure high customer satisfaction and maintain response times.
  • Stay updated on product changes for accurate support.
  • Contribute to process improvement and develop documentation.
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title: Customer Support Agent - Japanese
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Schedule: Monday to Friday – 09h00 to 17h30

 
ABOUT THE ROLE 
 
This is an exciting opportunity for someone who is an empathic and passionate individual. In this role, you will be at the forefront of providing customer support to our customers, handling a variety of cases [Refunds, delivery queries, escalations, basic troubleshooting and more] via email, webchat and social media. The ideal candidate is someone who embodies proactive initiative, self-motivation, with an interest in Wellness/Technology.  
 
The successful candidate will be supporting our partner Slendertone. 
 
This is a permanent work from home role so the only commute you will need to worry about is getting to your home desk 
 
 
WHAT YOU’LL BE DOING
  • Delivering exceptional customer service by responding promptly to customer queries via email, webchat and social media, while maintaining a high standard of quality and empathy.  
  • Supporting a variety of customer queries including refunds, delivery queries, escalations to other departments, basic technical troubleshooting and more.  
  • Actively maintaining a strong focus on customer satisfaction and adhering to defined response time expectations.  
  • Responding to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations. 
  • Maintaining current awareness of ongoing product changes, proactively ensuring knowledge is up to date and aligned with evolving product offerings. 
  • Demonstrating a consistent productivity by assuming full responsibility of assigned tasks, while upholding a high standard of quality.  
  • Proficiently initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines. 
  • Contributing daily to process improvement; Assisting with ad-hoc tasks such as building documentation and knowledge base material to support the wider team, during idle periods.
Your profile
ABOUT YOU: 
  • You have exceptional communication skills, in both written and verbal English & Japanese.  
  • You have 2+ years experience in customer service or a support role.  
  • You have experience with volume targets and AHT targets. 
  • You have experience working between multiple systems such as Genesys, Freshdesk, Shopify and Microsoft tools.  
  • You have a passion for the health, fitness and wellness industry. 
  • You can remain calm under pressure and show empathy when dealing with customers. 
  • You can maintain a proactive approach to staying informed, actively assimilating relevant information.  
  • You embody a forward-thinking approach, proactive mindset and initiative to drive positive change. 
  • Have a growth mindset and exciting about working with a company that is changing constantly.  
  • Have remote working experience and capabilities. 
Why us?
WHAT YOU GET IN RETURN:
  • Fully Remote work based in Portugal
  • A competitive salary 
  • Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily)
  • Equipment provided
  • Home office allowance 
  • A Buddy on joining 
  • Online Gym and Wellbeing Studio.  
  • The opportunity for professional growth.  
  • Fun company events and team outings.  
  • Autonomy and Responsibility
 
OUR RECRUITMENT PROCESS
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
Apply for this job
About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.

Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.  Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.

Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishJapaneseEnglish
Check out the description to know which languages are mandatory.

Hard Skills

GenesysProcess ImprovementProject CollaborationShopify AppFreshdeskHealth PsychologyRemote Operation

Other Skills

  • Time Management
  • Microsoft Software
  • Problem Solving
  • Empathy
  • Adaptability
  • Customer Service
  • Self-Motivation
  • Detail Oriented
  • Verbal Communication Skills
  • Growth Mindedness
Are you interested?

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