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!
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)