Japanese Speaking Representative

Key Responsibilities:
Deliver professional and efficient customer support in both Japanese and English via phone, following established communication protocols.
Handle customer inquiries and transactions within the defined scope of services outlined in client contracts.
Assess each customer situation to determine the best course of action, which may involve troubleshooting or providing the appropriate next steps.
Guide customers through issue resolution, ensuring clarity and customer satisfaction.
Maintain up-to-date knowledge of assigned programs, products, and platforms, ensuring accurate and timely responses to clients.
Escalate unresolved or undocumented product issues following proper escalation procedures.
Participate in scheduled trainings, workshops, seminars, and focus group discussions for continuous improvement and alignment with team standards.
Perform other tasks and responsibilities as assigned by management.

Qualifications:
Fluency in both Japanese and English (spoken and written) is required.
Strong interpersonal and communication skills.
Customer-focused mindset with a commitment to delivering quality service.
Ability to learn quickly and adapt to changing tools, processes, and client expectations.