We're a social commerce startup that helps people around the world buy the latest cool, fun and beautiful products and fashions from Japan. We've shipped hundreds of thousands of items to people in over 80 countries. We're so good at what we do that the Japanese Postal Service has us on speed-dial.
We are currently seeking an experienced, friendly, upbeat Japanese-English bilingual customer support assistant to join our international help desk team. You job will be to provide world-class customer support to in English, and Japanese. You'll also need native-level Japanese to navigate and research products pricing and availability with Japanese merchants, by email and phone.
As an experienced customer support assistant your professional experience; exceptional communication and diplomacy skills; and ability to work with and manage others will be valuable assets.
-Learn, maintain, and expand knowledge of company’s services, procedures and policies to ensure efficient, accurate, and high-quality customer support.
-Take initiative in maintaining Help Desk documentation.
-Develop and provide customer support training, professional coaching, and mentoring to other help-desk employees.
-Delivery of internal reports to the management team regarding team performance and issues.
-Act as a consultant and resource to the help desk team.
-Develop and direct projects to improve the quality of help-desk support.
-Provide professional and creative solutions to fast growing organizational problems to ensure quality of support and efficient workflow.
-A passion for helping people and solving problems.
-Highly-motivated and able to work independently. Take ownership for problems, follow-up and follow through directly with customers.
-Must be friendly, professional and courteous in writing with a friendly, upbeat attitude. Organized and detail oriented.
-Demonstrated ability to effectively communicate by phone and email in English and Japanese.
-Demonstrated writing ability in English.
-Demonstrated ability to achieve successful outcomes in handling complex requests.
-Demonstrated ability to work in the help desk environment.
Shows initiative and acts independently to resolve problems.
-Demonstrated ability to manage multiple priorities and follow through on projects to completion.
-Research, resolve, and respond to highly complex questions in accordance with current standards.
-Experience with Desk.com a plus.
Must have at least one year experience in customer service working with customers by email or over the phone. Must have professional experience with computer software.
This is a full time position