Bilingual Customer Service Representative (Remote)

2024-12-28

About Us: Tokyo Academics is a team of teachers, researchers, and academics passionate about helping students achieve their potential. Our organization has grown since its foundation in 2012, now comprising over 150 team members worldwide. Job Summary: As a Bilingual Customer Service Representative, you will provide reactive support to our clients, playing a key role in our fast-growing organization. This is a remote position, requiring availability for meetings during regular business hours (10 AM - 7 PM Japan Standard Time). What you will work on: - Responding to inbound tickets promptly - Providing friendly, accurate, and quick service via phone and email - Creating and managing client accounts, logging interactions, and processing requests - Supporting the arrangement of substitute tutors - Maintaining a seamless client experience with scheduling changes - Monitoring internal and external communication channels for additional requests - Managing daily emails, calls, and internal messages - Resolving client problems, identifying root causes, and escalating when necessary - Complying with communication procedures and policies - Conducting outreach to clients for account verification and informing them about promotions/new offerings - Compiling reports on customer satisfaction - Assisting with additional projects as needed with guidance. Ideal Candidate: - Bachelor’s degree in a relevant field - High proficiency in English and native fluency in Japanese - Prior customer support experience is a plus - Strong organizational skills - Ability to interact effectively with team members across time zones - High proficiency in Microsoft applications and technology - Passionate about customer service and willing to engage customers. Benefits: - Competitive compensation with performance-based bonuses - 20 days paid time off per year - Potential for career advancement in a rapidly growing company - Autonomy to implement ideas and make a significant impact. Work hours: - Tuesday to Saturday or Sunday to Thursday, 40 hours/week - Remote work from 10 AM to 7 PM Japan Standard Time. General Information: Tokyo Academics is dedicated to providing excellent educational support through a diverse team working together remotely. They offer a flexible work schedule while requiring associates to be available during Japan Standard Time for meetings and client support. Ideal candidates are enthusiastic about customer service and show strong bilingual capabilities.

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