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 and staff. You will be working remotely and must be available during our regular business hours on Sunday to Thursday (10 AM - 7 PM Japan Standard Time).
Make sure to take a look at the Careers page on our website for additional available positions!
We are looking for a Customer Service Representative to provide reactive support to our clients and staff. You will be working remotely and must be available during our regular business hours on Sunday to Thursday (10 AM - 7 PM Japan Standard Time).
Make sure to take a look at the Careers page on our website for additional available positions!
What you will work on
- Respond to inbound tickets with urgency and in a timely manner
- Resolve client complaints via phone, email and social media
- Create and maintain client accounts by recording account information, logging client interactions / feedback and processing client requests
- Assist in maintaining a seamless client experience when making changes to a client’s schedule
- Monitor frequently all internal and external communication channels to process any additional client requests
- Manage and organize large amounts of emails, calls, and internal messages daily
- Resolve client issues by understanding and / or clarifying the issue, identifying root causes, and making the correct decision on when to escalate
- Follow internal communication procedures, guidelines and policies
- Conduct outreach to clients via phone or email to verify account information and to inform clients of deals, promotions, or new product offerings
- Compile reports on overall customer satisfaction
- Remain calm when customers are stressed or upset
- Provide friendly, accurate, and quick service to our clients (via phone and email)
- Communicate quickly to tutors where applicable
- Help out on additional projects, where needed, with guidance from manager and as time permits
Our ideal candidate
- Graduate of a Bachelor’s degree related to Marketing, Communication, English, or any relevant degree
- High Proficiency in English (reading/writing/speaking)
- Minimum of 2 years experience working in a customer support role
- Able to respond to incoming requests with urgency and manage priorities across multiple 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
- Performance-based bonus on a 6-month cycle
- Opportunities to upskill and take online courses to develop oneself
- 20 days of flexible paid time off
- Join a rapidly growing company with opportunity for career progression
Work Hours
- Sunday - Thursday , 40hrs/week
- Working remotely and must be available during regular business hours (10am-7pm Japan Standard Time)