Customer Service (IT)

Location: Tokyo, Japan; permanent onsite position

Company

hirify.global is an independent technology consulting firm providing technology guidance and solutions to businesses through international consulting teams.

What you will do

• Respond to customer enquiries about information, product functionality, and faults, resolving issues at first contact where possible.
• Own customer tickets from creation through resolution, including follow-up, activity logging, escalation, and closure notes.
• Provide first-level support and troubleshooting for data and application requests while following agreed SLAs.
• Use CRM or ticketing systems to collect, classify, and track customer issues and requests.
• Identify recurring or high-impact issues, escalate them to the appropriate support groups, and suggest workflow improvements.
• Explain product functionality and usage to customers through email and telephone communication.

Requirements

• Bachelor’s degree or college diploma in Business, Communication, Languages, or a related field; equivalent customer service experience may be accepted for junior roles.
• 1–3 years of experience in customer service, call center, or client support, preferably in a B2B environment.
• Fluent Japanese in both spoken and written communication is required.
• Professional English communication is required for the role.
• Experience with customer enquiries, ticket lifecycles, CRM or ticketing systems, SLAs, and issue escalation.
• Strong communication, analytical thinking, ownership, prioritization, resilience, and attention to detail.

Nice to have

• Experience in consulting, professional services, or B2B environments.
• Experience with international customers and multicultural teams.
• Additional languages or experience training and onboarding customers.

Culture & Benefits

• International community representing more than 110 nationalities.
• Internal Academy with more than 250 training modules.
• Opportunities to contribute to sustainability and social or environmental impact projects.
• Regular internal events, including afterworks and team-building activities.
• Inclusive workplace focused on trust, development, and internal career growth.

Hiring process

• Brief virtual or phone call.
• Approximately three interviews, depending on the role and seniority.
• Possible role play, technical assessment, or problem-solving case study.