Customer Support Agent - Japanese Speaking

JR United Kingdom; Slough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in payment services is seeking a Japanese Speaking Customer Support Agent in Slough. In this role, you will assist customers, resolve inquiries, and provide top-notch support. The ideal candidate has at least 2 years in customer-facing roles, demonstrating critical thinking and strong communication skills.

Qualifications

• Minimum of 2 years' experience in customer-facing support roles.
• Strong verbal and written communication skills in English.
• Ability to thrive under pressure while maintaining professionalism.

Responsibilities

• Assist end-user customers through various communication channels.
• Resolve customer requests according to priority and within service level agreements.
• Provide professional, courteous, and efficient service.

Skills

Communication

Critical Thinking

Analytical Skills

Multitasking

Customer-centric approach

Tools

Zendesk

Jira Service Management

Service Now

Job description

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Customer Support Agent - Japanese Speaking, Slough

Client: Initiate International

Location: Slough, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views: 5

Posted: 10.06.2025

Expiry Date: 25.07.2025

Job Description:

We are looking for a Japanese Speaking Customer Service Agent based in London to join our client.

About The Client:

We are a global company providing payment services to our partners, merchant app stores, and their end-user customers. Our Customer Support team plays a vital role in ensuring seamless operations and outstanding end-user customer experiences. As a Customer Support Agent, you will be part of our dedicated Customer Support team, assisting end-user customers in resolving inquiries and delivering exceptional support.

Role Summary:

As a Customer Support Agent, you will contribute to our best-in-class payment services by providing prompt and accurate support to end-user customers. Working alongside a team of other Customer Support Agents, you will deliver excellent customer service, exceeding expectations, and meeting service-level agreements. With a focus on technical and analytical skills, you will ensure timely and effective resolution of requests.

Responsibilities:

• Assist end-user customers through various communication channels, including email, chat, phone, and service management platforms.
• Promptly acknowledge and resolve customer requests according to priority set and within defined service level agreements.
• Follow standard operating procedures, utilizing knowledge base articles and internal documentation to resolve requests.
• Support end-user customers with transaction issues, technical problems, and handling both online and offline refund processing.
• Provide professional, courteous, and efficient service, exceeding customer expectations.
• Escalate advanced or ad-hoc requests to your manager.
• Able to work independently and efficiently without close supervision.
• Contribute to the maintenance of accurate knowledge bases and standard operating procedures, integrating insights from support case resolutions to enhance overall knowledge.
• Utilize analysis and information retrieval tools to gather, analyze, troubleshoot, and resolve customer requests.
• Develop and maintain a comprehensive understanding of our products, services, programs, and customer requirements.

Qualifications:

• Minimum of 2 years' experience in customer-facing support roles, such as customer support, customer success, help desk, or technical support.
• Familiarity with service management tools like Zendesk, Jira Service Management, or Service Now.
• Working knowledge of websites, web applications, and mobile applications, including APIs is a plus.
• Excellent critical thinking and analytical skills, enabling effective problem-solving and decision-making.
• Strong verbal and written communication skills in English, with a customer-centric approach.
• Ability to thrive under pressure while maintaining professionalism.
• Excellent multitasking abilities and the capacity to make real-time decisions in a fast-paced, high-volume environment.
• Self-motivation, initiative, and accountability in handling responsibilities and tasks.
• Effective collaboration skills, both in individual and team-oriented settings, with active participation.

The ideal candidate for this role has at least 2 years' experience in customer or client-facing support roles, preferably within the financial services or technology industry. They are analytically inclined and possess a strong record of supporting technical and product operations in a customer/client-based environment. They demonstrate proficiency in customer support functions and have beginner-level or higher experience in technical support, excelling in providing exceptional service and resolving issues efficiently.