Basic Info

Job Description

• Provide outstanding customer support to Japanese-speaking users via email, phone, and/or chat.
• Understand and address customer inquiries related to bookings, cancellations, modifications, payments, and platform navigation.
• Troubleshoot and resolve customer issues effectively and efficiently, escalating complex cases when necessary.
• Maintain a high level of professionalism and empathy in all customer interactions.
• Ensure accurate and timely information is provided to customers.
• Document all customer interactions and resolutions in the relevant systems.
• Collaborate with other internal teams (e.g., technical support, product development) to address customer feedback and improve the overall customer experience.
• Contribute to the development of knowledge base articles and FAQs in Japanese.
• Identify trends in customer inquiries and provide feedback to improve processes and the platform.
• Adhere to service level agreements (SLAs) and quality standards.
• Potentially assist with translation or localization tasks for the Japanese market.

Job Requirements

• Native-level proficiency in Japanese language (both written and spoken) is essential.
• Excellent command of English language (both written and spoken).
• Proven experience (typically 1+ years) in a customer service or support role, preferably in the online travel or hospitality industry.
• Strong problem-solving and analytical skills with the ability to resolve issues effectively.
• Excellent communication, interpersonal, and active listening skills.
• Empathetic and customer-focused with a passion for providing exceptional service.
• Ability to remain calm and professional under pressure.
• Strong computer literacy and comfortable using various software and online platforms.