Customer Support Representative | Bilingual–Japanese/English

Apply remote type Remote Job : Hybrid locations AUS-Melbourne-333 Collins St time type Full time posted on Posted 4 Days Ago job requisition id JREQ188468

Are you passionate about the chance to bring your experience to a world-class company that is market-leading for both content and technology? Do you have experience working across the Japanese market? If yes, we are looking for you!

Based in Melbourne, we are looking for a Customer Support Representative who will support clients using our Confirmation products globally, specifically focusing on our clients based in Japan.

This role will operate on a shift pattern (Monday to Friday) throughout the year : 9 : 30am – 6pm AEST / 10 : 30am – 7pm AEDT to match working hours of Japanese phone line (8 : 30 am - 5 pm Tokyo time).

About the Role

In this opportunity as a Customer Support Representative, you will :

• Respond to customer inquiries in both English and Japanese via phone and email.
• Concisely and accurately document information in our CRM system (Salesforce), paying particular attention to problem description, resolution taken, and any required follow-up action.
• Handle complex and / or specialized issues, resolving as many inquiries as possible on the first interaction.
• Appropriately filter and escalate cases to other teams when appropriate.
• Track resolution progress, and actively keep customers informed with updates.
• Collect and forward customer feedback to facilitate continuous product improvement.
• Promote usage of our public help centre to users to encourage self-help on support queries.
• Maintain up-to-date product knowledge of all supported products.
• Maintain data in our CRM system to ensure the accuracy of active users and contacts.
• Help the team achieve their performance key metrics through queue management and excellent customer service.

About You

You’re a fit for the role of Customer Support Representative if your background includes :

• Fluent written and verbal communication skills in Japanese and English.
• Minimum : 1 year experience in a customer facing position or equivalent experience desired.
• Experience in customer support via phones, emails or in person.
• Familiarity with the Microsoft office suite of software.
• Strong problem solving, analysis, design, and testing skills.
• Quick learner, eager to leverage new technologies in a dynamic team environment.
• Strong commitment to customers and proven experience owning issues to resolution.
• Work as part of a team & independently in a dynamic, fast-paced environment.

What’s in it For You?

• Hybrid Work Model : We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role).
• Flexibility & Work-Life Balance : Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities.
• Career Development and Growth : By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges.
• Industry Competitive Benefits : We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, and more.
• Culture : Globally recognized, award-winning reputation for inclusion and belonging.
• Social Impact : Make an impact in your community with our Social Impact Institute.
• Making a Real-World Impact : We help our customers pursue justice, truth, and transparency.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions.

We are powered by the talents of 26,000 employees across more than 70 countries. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees. To ensure we can do that, we seek talented, qualified employees in all our operations around the world.

Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on thomsonreuters.com.