Customer Service Representative - APAC (Japanese Speaker)

Nature and aim of the position

Centralised Services is a function within the Operations organisation of Global Blue. It is responsible for Processing, Customer Service, Refund Payments, and other back-office operations. The vast majority of these activities are carried out in service centres located in Bratislava (Europe) and Singapore (APAC). The centre has grown rapidly and now comprises 160 employees.

Main duties and responsibilities

• Responding to customer inquiries via telephone, email, live chat, and other communication

channels, in accordance with defined SLA and quality standards

• Providing accurate and complete information to customers

• Ensuring the KPIs and SLAs are maintained

• Keeping records of customer interactions and contacts

• Ensuring the contact logging software is correctly used to allow reports and analysis

• Researching using available resources to resolve customer issues

• Collaborating and coordinating with team members, internal departments, and local offices

• Following up on unresolved customer inquiries to ensure timely resolution

• Identifying and escalating high-priority issues as needed

• Proposing improvements to processes and workflows

• Adhering to scheduled working hours and maintaining punctuality

Reporting and collaboration

• Customer Service Team – team members, team leader, manager and head of CS

• CSC Teams – team members, team leader, manager and head of CS

Profile and education

• High school diploma or general education degree experience

• Language knowledge – English and Japanese language

• Knowledge of MS office

• Good keyboard skills

• Prior experience in customer service is an advantage

• Excellent verbal and written communication skills with a pleasant and professional tone

• Strong analytical and problem-solving abilities

• High attention to detail and accuracy

• Customer service orientation

• Organizational skills

• Ability to work collaboratively in a team environment

• Resilience and ability to perform under pressure