Customer Service Representative (Remote / Work-from-Home)
Tokyo Academics
Posted 3 years ago
We are looking for a Customer Service Representative to provide reactive support to our clients. You can work remotely, but must be available around our regular business hours on Sunday to Thursday (10 AM – 7 PM Japan Standard Time).
What you will work on:
- Responding to inbound customer inquiries/tickets with urgency and in a timely manner
- Resolving client complaints via phone and email
- Creating and maintaining client accounts by recording account information, logging client interactions/feedback, and processing client requests
- Providing support on looking for substitute tutors during:
- Tutors transition out of Tokyo Academics
- Tutors take leave/time-off
- Tutors change their schedule/available times
- Assisting in maintaining a seamless client experience when making changes to a client’s schedule or looking for substitute tutors
- Monitoring frequently all internal and external communication channels to process any additional client requests
- Managing and organizing large amounts of emails, calls, and internal messages daily
- Resolving client issues by understanding and / or clarifying the issue, identifying root causes, and making the correct decision on when to escalate
- Following internal communication procedures, guidelines and policies
- Conducting outreach to clients via phone or email to verify account information and to inform clients of deals, promotions, or new product offerings
- Compiling reports on overall customer satisfaction
- Remaining calm when customers are stressed or upset
Responsibilities:
- Providing friendly, accurate, and quick service to our clients (via phone and email)
- Communicating quickly to tutors where applicable
- Helping out on additional projects, where needed, with guidance from manager and as time permits
Who you are:
- Graduate of a Bachelor’s degree related to Marketing, Communication, English, or any relevant degree
- Native Fluency in English (reading/writing/speaking) – Internal communication happens only in English
- Minimum of 3 years experience working in a customer support role
- Able to respond to incoming requests with urgency and manage priorities across communication channels
- Good systematic and organizational skills
- Ability to quickly and effectively interact with team members in various time zones
- Access to stable and lined internet connection with a minimum download speed of 20 mbps
- High proficiency with Microsoft and Internet applications (Google Sheets, Docs, etc)
- Comfortable with technology including Skype and other VoIP software to handle phone calls
- Passionate about customer service and willing to go the extra mile to engage customers
- Thorough knowledge in multiple online cloud-based customer service software and global distribution systems (Slack, Hubspot)
Benefits:
- Competitive compensation package
- Bonuses based on company growth
- 20 days of paid time off per year
- Join a growing bootstrapped company with a lot of potential for growth
- Autonomy to implement ideas and have a significant impact
Work hours:
- 40hrs per week
- Working remotely, but must be available during regular business hours on Sunday to Thursday (10am-7pm Japan Standard Time)