customer support representative

Job Summary:

The Customer Support Specialist will provide dedicated support to Japanese customers and the local Sales team, ensuring a responsive, reliable, and customer-focused experience. The role requires strong written and verbal Japanese communication skills, a high level of customer and sales centricity, and the ability to manage customer requirements from enquiry through resolution.

Key Responsibilities

• Act as the primary Customer Service contact for Japanese customers.
• Provide professional customer support through email, phone, and other relevant channels in Japanese and English.
• Manage customer enquiries, orders, quotations, deliveries, product availability, and general service requests.
• Work closely with the Japan Sales team to support customer requirements and business growth.
• Proactively follow up on open customer issues, orders, and requests to ensure timely resolution.
• Coordinate with internal teams including Sales, Operations, Logistics, Purchasing, and Product teams to resolve customer issues.
• Maintain accurate and timely updates in relevant customer and order management systems.
• Identify recurring customer issues and recommend process improvements.
• Handle escalations professionally, taking ownership through to resolution.
• Build strong relationships with customers through responsive and reliable service.
• Support customer retention and business growth by identifying opportunities to improve the overall customer experience.
• Follow APAC Customer Service processes, KPIs, quality standards, and compliance requirements.

Essential Requirements

• Fluent written and verbal Japanese communication skills - mandatory.
• Strong English communication skills, both written and verbal.
• Strong customer and sales centricity with a genuine focus on customer satisfaction.
• Customer Service, Customer Support, Sales Support, or similar experience.
• Strong communication, coordination, and problem-solving skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong ownership and follow-through on customer requests and issues.
• Good working knowledge of Microsoft Office and customer/order management systems.

Preferred Experience

• Experience supporting customers in the Japanese market.
• Experience in B2B Customer Service or Sales Support.
• Experience in electronics, distribution, technology, or a similar industry.
• Experience working with international or regional teams.

Key Success Measures

• Customer satisfaction and NPS
• Response and resolution times
• Order and enquiry accuracy
• Service level adherence
• Quality of customer interactions
• Effective partnership with Japan Sales
• Customer retention and support for business growth

Ideal Candidate

The ideal candidate is a highly customer-focused professional who understands the importance of speed, ownership, accuracy, and relationship building. They should be confident communicating with Japanese customers, comfortable partnering with Sales, and willing to take full ownership of customer issues from initial contact through resolution.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.