Customer Support (Japanese speaker)

Bookandlink; Denpasar; Hybrid; USD 30,000 - 50,000; Full time

Job summary

An innovative cloud hospitality software provider is seeking a Customer Support Specialist for a hybrid role in Denpasar. This position involves managing customer interactions, providing technical support, and ensuring satisfaction. Ideal candidates will be proficient in Japanese and English, with experience in customer service and a knack for problem-solving. Join a dynamic team and play a key role in enhancing customer experiences in the hospitality industry. If you're passionate about technology and customer service, this is the perfect opportunity for you!

Qualifications

• Intermediate proficiency in Japanese, including Katakana, Hiragana, and Kanji.
• Strong English speaking and writing skills.

Responsibilities

• Manage daily customer interactions and respond to support emails.
• Serve as the main communication link between teams and HQ in Japan.
• Record all customer interactions in the Support Centre Database.

Skills

Japanese language proficiency

English communication skills

Customer Support experience

Technical Support experience

Interpersonal skills

Ability to prioritize tasks

Education

JPLT N3 certification

Tools

Hotel channel managers

Property management systems

Booking engines

Job description

Tripla Bookandlink Indonesia is a cloud hospitality software provider offering affordable solutions to the hospitality industry. We deliver advanced tools for hotels to enhance online room bookings and sales. Our services include channel management, booking engines, PMS, yield management, payment processing, rate shopping, e-commerce, and website creation. Located in Denpasar, we offer flexibility for some remote work.

Role Description

This is a contract hybrid role based in Denpasar as a Customer Support Specialist. The role involves managing daily customer interactions, responding to support emails, assisting with technical issues, and ensuring customer satisfaction.

Qualifications

• Proficiency in Japanese language, including reading Katakana, Hiragana, and Kanji (intermediate level).
• Professional level in English speaking and writing.
• Experience in Customer Support, Technical Support, and strong interpersonal skills.
• Ability to work independently and collaboratively to resolve issues and deliver excellent customer service.
• Capability to prioritize and manage multiple tasks and deadlines effectively.
• Excellent communication skills in both Japanese and English.

Additional qualifications that are a plus:

• Familiarity with hotel channel managers, property management systems, and booking engines.
• Experience in the hospitality industry (e.g., Guest Relation Officer) and/or technology sector.
• JPLT N3 certification.

Responsibilities

• Serve as the main communication link between the non-JP speaking team and HQ in Japan.
• Adhere to standards and procedures for customer communication.
• Handle customer requests, clarify information, resolve issues, and offer alternative solutions.
• Record all customer interactions in the Support Centre Database for future reference.
• Build sustainable customer relationships by making extra efforts to foster closeness.
• Follow up on complaints and feedback, liaising with relevant units to address issues either directly or through escalation.