Customer Service Agent (Japanese & English Bilingual)

Influx Services; Indonesia; Remote; IDR 884,799,000 - 1,238,719,000; Full time

Benefits offered by this job

100% remote work

Collaborative global environment

Exposure to international clients

Growth opportunities

Job summary

Influx Services is seeking experienced customer support agents to handle phone, email, and live chat interactions as frontline brand representatives across multiple languages. The ideal candidate is fluent in Japanese and English, with strong communication, problem-solving, and multitasking abilities.

Responsibilities include handling inquiries via helpdesk, meeting SLAs, and assisting with basic technical issues.

Qualifications

• Fluent in Japanese and English with strong written and verbal communication.
• Experience in multichannel customer support (phone, email, chat) is highly preferred.
• Excellent verbal and written communication skills required.

Responsibilities

• Handle inquiries through designated helpdesk platform in line with SLAs.
• Maintain accuracy while managing multiple conversations simultaneously.
• Meet daily productivity targets and service quality standards.
• Assist with basic technical troubleshooting when required.
• Resolve issues independently where possible and escalate complex cases as needed.
• Adapt to seasonal fluctuations in contact volume, especially during peak periods.
• Represent the brand consistently across different markets.

Skills

Japanese proficiency

English proficiency

Multichannel support

CRM systems

Communication skills

Problem-solving

Time management

Customer service experience

Tools

CRM systems

Ticketing systems

Job description

We are seeking experienced customer support agents to handle phone, email, and live chat interactions, as front-line brand representatives, delivering high-quality, timely, and professional support across multiple languages and regions. The ideal candidate will be fluent in both Japanese and English and possess strong communication skills, problem-solving, and multitasking abilities.

What You’ll Do

• Handle customer inquiries and support requests efficiently through the designated helpdesk platform in line with defined SLAs.
• Maintain a high level of accuracy and attention to detail while managing multiple conversations simultaneously.
• Meet daily productivity targets and service quality standards.
• Assist with basic technical troubleshooting when required.
• Resolve customer issues independently where possible and escape complex cases appropriately.
• Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.
• Maintain professionalism and consistency when representing the brand across different markets.

What We’re Looking For

• Professional proficiency in Japanese (minimum JLPT N2 / CEFR B2) and strong written and verbal communication skills in English.
• Prior experience in a multichannel customer support role (phone, email, chat) is highly preferred.
• Excellent verbal and written communication skills.
• Strong active listening and empathy.
• Ability to explain processes and solutions clearly and confidently.
• Culturally aware and comfortable supporting customers across different regions.
• Calm, professional, and solution-oriented under pressure.
• Experience using CRM and ticketing systems would be a huge advantage.
• Strong computer literacy and ability to learn new tools quickly.
• Accurate documentation and attention to detail.

What We Offer

• 100% remote work
• Collaborative and supportive global environment.
• Exposure to international clients.
• Opportunities for growth and development.

Ideal Work Setup

• System: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)
• RAM: Minimum 8GB
• Processor: Intel Core i5 or higher
• Internet: 40–50 Mbps (download), 30 Mbps (upload)
• Equipment: Wired headset
• Environment: Quiet, distraction-free workspace

IMPORTANT NOTES

Influx never asks candidates to make any payment throughout the entire recruitment process. Successful candidates will be contacted only through email ending with @influx.com.