Bilingual Customer Service Representative

About Tokyo Academics:

Tokyo Academics is the passion project of a constellation of teachers, researchers, and academics from around the world. Since 2012, we’ve evolved from a few university friends to a growing number of part-time and full-time individuals located in Tokyo, as well as working remotely. We are an organization of experts deeply passionate about helping students meet their potential and capture the opportunities of the future.

We are looking for a Customer Service Representative to provide reactive support to our clients. You can work remotely, but must be available during our regular business hours on Tuesday to Saturday (10 AM – 7 PM Japan Standard Time).

What you will work on:

• Responding to inbound tickets with urgency and in a timely manner
• Resolving client complaints via phone, email and social media
• 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

Who you are:

• Graduate of a Bachelor’s degree related to Marketing, Communication, English, or any relevant degree
• High Proficiency in English (reading/writing/speaking) – Internal communication happens only in English
• Native Fluency in Japanese (reading/writing/speaking)
• 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:

• Tuesday – Saturday, 40hrs per week
• Working remotely, but must be available during regular business hours (10am-7pm Japan Standard Time)