Associate Customer Experience Specialist (Japanese)

TL;DR

Associate Customer Experience Specialist (Japanese): Providing high-quality support to clients and candidates via voice, chat, and email with an accent on bilingual communication and system navigation. Focus on resolving complex inquiries without scripts, maintaining high QA scores, and ensuring accurate documentation.

Location: Hybrid (Philippines)

Company

Global leader in removing barriers and providing background screening and workforce solutions.

What you will do

• Handle customer inquiries across chat, voice, and email channels efficiently.
• Resolve issues using a solution-focused approach and targeted questioning without relying on scripts.
• Navigate multiple internal systems, including CRM and background check tools, to troubleshoot issues.
• Accurately document all customer interactions and follow-ups in real time.
• Collaborate with internal teams via CRM and email to ensure timely resolutions.
• Meet service goals regarding call volume, QA scores, and customer satisfaction.

Requirements

• Fluency in Japanese and English is required.
• Must be based in the Philippines.
• Valid NBI clearance is required.
• Reliable internet connection (120 Mbps download / 10 Mbps upload) and a private, distraction-free workspace.
• Proficiency with Microsoft Windows OS and CRM tools.
• Ability to maintain on-camera presence for training and client interactions.

Nice to have

• 2+ years of experience in a customer-facing or support role.

Culture & Benefits

• Company-provided equipment for the hybrid work setup.
• Collaborative global team environment that values excellence.
• Opportunities for career growth and continuous learning.
• Inclusive culture with a strong commitment to equal opportunity employment.