Sep 27, 2021
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).
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
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
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)
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
40hrs per week
Working remotely, but must be available during regular business hours on Sunday to Thursday (10am-7pm Japan Standard Time)