Senior Customer Service Advisor (Japanese)

TL;DR

Senior Customer Service Advisor (Japanese): Solving problems and enriching customer experiences on the front lines, handling inquiries via chat, phone, ticket, and email with an accent on accounts, contracts, and continuous improvement. Focus on navigating complex customer queries, maintaining system accuracy, and supporting client success with comprehensive technologies and payment capabilities.

Location: Hybrid working model in Tokyo, Japan, requiring 2 days per week in the office. Must be legally authorized to work in Japan.

Company

Xplor is a global platform providing cloud-based SaaS solutions with embedded payments to small and medium-sized businesses in various everyday life verticals.

What you will do

• Serve as the first point of contact, resolving customer issues through support tickets, emails, and chats.
• Problem-solve customer queries related to accounts and contracts, escalating only when necessary.
• Capture and share learning from customer interactions to contribute to continuous improvement.
• Manage overdue balances, handle client communications, and maintain updated systems with precision.
• Utilize scripts and materials to achieve service levels and priorities, ensuring value and impact for clients.

Requirements

• Bilingual proficiency in English and Japanese with top-notch communication skills.
• Demonstrated ability to identify and solve problems effectively.
• Strong attention to detail for documentation and system updates.
• Ability to work effectively in a team-oriented environment.
• Comfort with fast-paced and ever-evolving work environments.
• Must be legally authorised to work in Japan.

Culture & Benefits

• Access to Cornerstone learning platform for dedicated growth resources.
• Flexible work options to suit personal lifestyles.
• Being part of a global network of talented colleagues who support success.
• Emphasis on values: Make life simple, Build for people, Move with purpose, Create lasting communities.

Hiring process

• Submit your resume through the careers portal or external job boards.
• Mention "moonshot" at the top of your message to the Hiring Manager.
• All hiring decisions are made by the recruitment team following human review.