Customer Service Agent L1 (Japanese Speaker)

SKINTIFIC; Jakarta Utara; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

SKINTIFIC is seeking a Customer Service Agent L1 who will provide real-time live chat support in English and Japanese, handle orders, returns, and inquiries from customers in Jakarta.

You will document interactions, guide customers on product usage and self-service options, and contribute to ongoing service improvements while adhering to shifting schedules and working fully from the office.

Qualifications

• Bachelor's degree in any major.
• 1–2 years of live chat customer service experience.
• Fluent in English and Japanese, both written and spoken.
• Excellent written communication, multitasking, and problem-solving skills.
• Customer-centric mindset; familiarity with beauty products is a plus.
• Proficiency with live chat software and CRM systems.

Responsibilities

• Provide real-time live chat support and address product, order, and general inquiries.
• Assist customers with order placement, tracking, and cancellations.
• Identify and troubleshoot issues, escalating to higher-level support as needed.
• Maintain up-to-date product knowledge to offer accurate information and recommendations.
• Ensure high customer satisfaction with friendly, empathetic service.
• Accurately document customer interactions and follow up as needed.

Skills

English proficiency

Japanese proficiency

Written communication

Multitasking

Customer-centric mindset

Education

Bachelor's degree

Tools

Live chat software

CRM systems

Job description

Customer Service Agent L1 (Japanese Speaker)

1. Customer Interaction: Provide real-time assistance to customers via live chat, addressing inquiries related to product information, order status, returns, and other general concerns.

2. Order Processing: Assist Customers with order placement, tracking, and cancellations.

3. Problem Resolution: Identify and troubleshoot customer issues, escalating complex cases to higher-level support when necessary.

4. Product Knowledge: Maintain up-to-date knowledge of our product range to offer accurate information and recommendations to customers.

5. Customer Satisfaction: Ensure high levels of customer satisfaction by providing friendly, empathetic, and efficient service.

6. Documentation: Accurately document customer interactions and follow up as needed to ensure resolution.

7. Customer Education: Educate Customers on product features, promotions, and usage. Also, provide guidance on self-service options and resources.

8. Feedback Collection: Gather and report customer feedback to contribute to continuous improvement in service and product offerings.

Qualifications

- Language: Proficient in English and Japanese both written and verbal with proven language proficiency (certification, test results, or professional experience preferred)

- Education: Bachelor's degrees in any major.

- Experience: 1-2 years of experience in a customer service role, specifically handling live chat support.

- Skills: Excellent written communication skills, ability to multitask, strong problem-solving skills, and a customer-centric mindset.

- Knowledge: Familiarity with beauty products and industry trends is a plus.

- Tools: Proficiency in using live chat software and CRM systems is a plus.

- Willing to follow shifting working setting and full WFO.