Customer Service Representative (Remote / Work-from-Home) at Tokyo Academics

Posted on: 09/17/2021

Location: (REMOTE)

Original Source

Tags: hubspot

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)