We are an online book retailer based in the UK seeking a bilingual (Japanese/English) Customer Service Rep that will be responsible for providing remote sales support to our Japan account. Beyond customer service, duties include monitoring the performance of the account, identifying problems proactively and look for ways to improve our customer service and sales performance. Once training is completed it is expected that the selected candidate will be able to triage often complex situations and answer inquiries in a timely and professional manner.
-Answer customer inquiries in Japanese or English (as dictated by the customer) within 24 hours. Most correspondence is via email.
-Address customer feedback and follow-up with unresolved cases daily.
-Process customer returns, customer cancellations and communicate delivery issues daily.
-Identify, report and help resolve performance issues associated with the account and communicate these issues to the appropriate department manager.
-Communicate with our Japanese support services when necessary.
-Assist on other accounts when available.
-Translation projects as needed.
-At least a year of customer service related experience.
-Ability to read, write and speak fluent Japanese and English.
-Excellent written and oral communication skills with a strong sense of professionalism.
-Strong organizational and time management skills.
-Strong problem-solving and quick decision making skills.
-Able to adapt to new procedures and processes.
-Intermediate computer skills including, but not limited to, email account management, basic application and browser troubleshooting, familiarity with Google Apps (Gmail, Hangouts, Docs).
This is an independent contractor position with a daily time commitment up to 4 hours, Monday - Friday. Occasional weekend work might be necessary. The selected candidate must have a secure and reliable internet connection and computer. It is essential that the candidate have the flexibility to work the hours needed to complete daily tasks and be available to work during peak sales seasons (including holidays).
The salary for this position is 15 USD per hour worked.