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For Companies At a Glance
- Tasks: Assist customers with inquiries via email, chat, and phone while resolving issues efficiently.
- Company: Join a global leader in payment services, enhancing customer experiences worldwide.
- Benefits: Enjoy flexible working options and a supportive team environment.
- Why this job: Be part of a dynamic team that values exceptional service and personal growth.
- Qualifications: Requires 2 years in customer support roles; familiarity with service management tools is a plus.
- Other info: Ideal for those passionate about technology and customer satisfaction.
The predicted salary is between 30000 - 42000 £ per year.
We are looking for a Japanese Speaking Customer Service Agent based in London to join our client. We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Customer Support team plays a vital role in ensuring seamless operations and outstanding end-user customer experiences.
As a Customer Support Agent, you will be part of our dedicated Customer Support team, assisting end-user customers in resolving inquiries and delivering exceptional support. You will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers.
Working alongside a team of other Customer Support Agents, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. Your responsibilities include:
- Assisting end-user customers through various communication channels, including email, chat, phone, and service management platforms.
- Promptly acknowledging and resolving customer requests according to priority set and within defined service level agreements.
- Supporting end-user customers with transaction issues, technical problems, and handling both online and offline refund processing.
- Providing professional, courteous, and efficient service, exceeding customer expectations.
- Escalating advanced or ad-hoc requests to your manager.
- Working independently and efficiently without close supervision.
- Contributing to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
- Utilizing analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
- Developing and maintaining a comprehensive understanding of our products, services, programs, and customer requirements.
Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support is required. Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now is preferred. A working knowledge of websites, web applications, and mobile applications, including APIs, is a plus.
Strong verbal and written communication skills in English, with a customer-centric approach, are essential. The ideal candidate has a minimum of 2 years' experience in customer or client-facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of accomplishment of supporting technical and product operations in a customer/client-based environment. With demonstrated proficiency in customer support functions and beginner-level or higher experience in technical support, they excel in providing exceptional service and resolving issues efficiently.
Japanese & English Speaking Customer Advisor employer: Initiate International
Contact Detail:
Initiate International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Japanese & English Speaking Customer Advisor
✨Tip Number 1
Familiarise yourself with the payment services industry and the specific products offered by our company. Understanding the nuances of our services will help you answer customer queries more effectively and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your Japanese language skills, especially in a customer service context. Being able to communicate fluently and professionally in both English and Japanese will set you apart from other candidates.
✨Tip Number 3
Gain hands-on experience with customer support tools like Zendesk or Jira Service Management. Familiarity with these platforms will not only make you more efficient but also show that you're ready to hit the ground running.
✨Tip Number 4
Prepare for potential scenario-based questions during the interview. Think about how you would handle specific customer issues or technical problems, as this will showcase your problem-solving skills and customer-centric approach.
We think you need these skills to ace Japanese & English Speaking Customer Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support roles, especially those involving technical issues or financial services. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to communicate effectively in both Japanese and English. Mention specific examples of how you've exceeded customer expectations in previous roles.
Showcase Relevant Skills: Emphasise your familiarity with service management tools like Zendesk or Jira Service Management. Highlight any experience you have with web applications and APIs, as this will be beneficial for the role.
Prepare for Potential Questions: Think about common customer service scenarios and how you would handle them. Be ready to discuss your problem-solving skills and provide examples of how you've resolved customer issues in the past.
How to prepare for a job interview at Initiate International
✨Showcase Your Language Skills
Since the role requires fluency in both Japanese and English, be prepared to demonstrate your language proficiency during the interview. You might be asked to switch between languages or answer questions in both, so practice speaking clearly and confidently in both tongues.
✨Familiarise Yourself with Customer Support Tools
Make sure you have a good understanding of service management tools like Zendesk or Jira Service Management. Be ready to discuss any previous experience you have with these platforms, as well as how you’ve used them to enhance customer support.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer service approach. Think of examples from your past experiences where you successfully resolved customer issues or exceeded expectations, and be ready to share these stories.
✨Demonstrate Your Analytical Skills
The job requires analytical thinking to troubleshoot and resolve customer requests. Be prepared to discuss how you gather and analyse information to solve problems, and provide examples of how you've used data to improve customer service in previous roles.
