Customer Service Representative (Remote / Work-from-Home)

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).

What you will work on:
  • 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
Responsibilities:
  • 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
Who you are:
  • 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)
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:
  • 40hrs per week
  • Working remotely, but must be available during regular business hours on Sunday to Thursday (10am-7pm Japan Standard Time)
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