Process client requests and resolve issues via live chat, and email through the CRM system while paying attention to accuracy and detail.
Escalate the issue to the appropriate specialist when needed via Zendesk or Fresh work.
Update clients on their request status accordingly.
Verify documents submitted by clients on an hourly basis.
Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy.
Understand the company's business functions and roles by attending company seminars and meeting the required assessment target.
Achieve quarterly KPI targets set by the customer support manager.
Perform other ad hoc tasks assigned by the customer support manager.
Key Requirements:
Excellent command of Japanese, both spoken and written; JLPT N1 level or equivalent is preferred;
Strong ability to work under pressure and adapt to fast-paced, multitasking environments;
Quick-thinking with strong logical thinking and analytical skills; able to identify issues and opportunities through data;
Fast learner with strong self-learning ability, capable of acquiring necessary knowledge and tools efficiently;
Strong problem-solving and independent thinking skills; detail-oriented, responsible, and reliable in execution;
Proactive, hardworking, with a positive attitude; willing to support others and able to collaborate well in a team;
Prior experience in customer support or operations within the finance or IT industry is a strong plus.
This position requires working in rotating shifts, which may include early mornings, evenings, weekends, and public holidays, with compensatory time off provided as per company policy.
