Key Facts

Remote From:

Full time

Mid-level (2-5 years)

Japanese, English

Hard Skills

Escalation Management Sales Management Project Collaboration Account Management Help Desk Support Order Management Networking Hardware IP Cameras Door Security Customer Centricity

Other Skills

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Customer Service
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Communication
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Teamwork
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Professional or near-fluent proficiency in Japanese (written and spoken)
Proficiency in English for internal communication
Minimum of 2 years of customer service experience
Technical support experience preferred

Requirements:

Handle customer inquiries via phone, email, live chat, and ticketing systems
Provide basic troubleshooting for smart home products, including smart locks, cameras, and network devices
Assist customers with questions related to products, orders, accounts, and after-sales services
Escalate complex technical issues to the appropriate teams and accurately document issues and resolutions in the support system

Job description

Job Title: 日英バイリンガルカスタマーサポートスペシャリスト

Project: Smart Home Products
Job Type: Full-time
Work Setup: Remote
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (Japan Time)

Job Overview
We are seeking a Japanese-English Customer Support Specialist to provide remote support for smart home products. The ideal candidate will assist customers with a variety of inquiries and technical issues, ensuring a high level of satisfaction.

Key Responsibilities
- Handle customer inquiries through phone calls, email, live chat, and ticketing systems.
- Support customers with questions related to products, orders, accounts, and after-sales services.
- Provide basic troubleshooting for smart home products, including smart locks, cameras, and network devices.
- Escalate complex technical issues to the appropriate teams when necessary.
- Accurately record customer issues and resolutions in the support system.

Requirements
- Professional or near-fluent proficiency in Japanese, both written and spoken.
- Proficiency in English for internal communication.
- Minimum of 2 years of customer service experience.
- Technical support experience is preferred.
- Familiarity with smart home products such as smart locks, cameras, routers, or similar devices is a plus.
- Ability to work independently in a remote environment.