Bilingual Support Representative - Japanese and English Service

Progressive Technology; Manila; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Progressive Technology is seeking a bilingual Support Representative to assist Japanese- and English-speaking customers with product information, technical guidance, and account support. The role involves helping customers via email, live chat, phone, and other channels while ensuring accurate, courteous service across cultures.

Successful candidates will demonstrate strong communication, problem-solving, and documentation skills, and work with internal teams to resolve issues and improve

Qualifications

• Fluent in Japanese and English with professional writing and speaking skills.
• Experience in customer service or technical support is preferred.
• Able to explain product features and troubleshooting steps clearly.
• Familiar with CRM platforms and support tools.

Responsibilities

• Respond to customer inquiries in Japanese and English via phone, email, live chat, and other channels.
• Understand concerns and provide accurate, timely solutions.
• Explain features, procedures, and policies in a customer-friendly manner.
• Troubleshoot basic technical issues and assist with account-related tasks.

Skills

Bilingual (Japanese/English)

Customer service

Communication

CRM familiarity

Tools

CRM systems

Help desk software

Job description

Job Summary

Progressive Technology is seeking a skilled, customer-focused, and bilingual Support Representative – Japanese and English Service to provide exceptional customer assistance to Japanese- and English-speaking customers. The successful candidate will serve as a key point of contact for customers who require product information, technical guidance, account assistance, troubleshooting, and general service support in either language.

This role is ideal for individuals with strong Japanese and English communication skills who enjoy solving problems, building customer relationships, and delivering a positive service experience across different cultures. The representative will communicate with customers through email, live chat, telephone calls, and other digital support channels while ensuring that every interaction is professional, accurate, and courteous.

The position requires a customer-first mindset, attention to detail, cultural awareness, and the ability to manage multiple customer inquiries efficiently. The selected candidate will work closely with internal teams to resolve complex issues, document customer interactions, and contribute to continuous improvements in service quality.

Progressive Technology welcomes applications from experienced customer support professionals and qualified bilingual candidates who are eager to develop their careers in an international service environment.

Key Responsibilities

• Bilingual Customer Support: Respond to customer questions in Japanese and English through phone calls, emails, live chat, and other approved communication channels.
• Customer Inquiry Management: Understand customer concerns, identify their needs, and provide clear, accurate, and timely solutions.
• Product and Service Assistance: Explain product features, service procedures, account functions, policies, and troubleshooting steps in the customers preferred language.
• Technical Troubleshooting: Guide customers through basic technical issues, login difficulties, account access problems, software questions, and service interruptions.
• Account Support: Assist with account updates, registration, password resets, billing inquiries, service requests, and other authorized account-related activities.
• Issue Resolution: Investigate customer complaints, identify the root cause of problems, and coordinate with the appropriate departments when additional assistance is required.
• Japanese-English Communication: Maintain professional communication in both languages while ensuring that explanations, instructions, and customer information are accurately conveyed.
• Cultural Sensitivity: Adapt communication styles to meet the expectations of Japanese-speaking and English-speaking customers, demonstrating patience, respect, and professionalism.
• Customer Relationship Management: Build customer confidence through active listening, empathetic communication, and consistent follow-up.
• Case Documentation: Record customer inquiries, troubleshooting activities, resolutions, and follow-up requirements accurately in customer relationship management (CRM) systems or support platforms.
• Escalation Management: Transfer complex, sensitive, or unresolved cases to the relevant technical, billing, account management, or supervisory teams.
• Service Quality Assurance: Follow established support procedures, data protection requirements, quality standards, and customer service guidelines.
• Performance Monitoring: Work toward established service targets, including response time, resolution rate, customer satisfaction, and documentation accuracy.
• Cross-Functional Collaboration: Work with colleagues across departments to ensure consistent information, efficient issue resolution, and a smooth customer experience.
• Continuous Improvement: Identify recurring customer concerns and recommend improvements to support documentation, frequently asked questions, and service processes.
• Training Participation: Attend product updates, language-related training, process briefings, and performance coaching sessions to maintain service excellence.

Required Skills and Qualifications

• Strong written and spoken proficiency in both Japanese and English.
• Ability to communicate clearly, professionally, and confidently with customers from different cultural and professional backgrounds.
• Excellent listening, questioning, and comprehension skills to understand customer needs accurately.
• Strong customer service orientation with a genuine interest in helping people resolve problems.
• Good problem-solving and analytical skills, including the ability to investigate issues and determine appropriate solutions.
• Ability to explain technical or procedural information in simple, customer-friendly language.
• Familiarity with email, internet browsers, office applications, chat platforms, and customer support software.
• Basic computer troubleshooting skills and willingness to learn new digital tools.
• Strong organizational skills and the ability to manage multiple customer cases without compromising service quality.
• High attention to detail when entering customer information, recording case notes, and following support procedures.
• Ability to remain calm, patient, and professional when dealing with dissatisfied customers or time-sensitive requests.
• Commitment to confidentiality, responsible handling of customer information, and compliance with company policies.
• Ability to work independently while collaborating effectively with a team.
• Willingness to participate in training, accept feedback, and continuously improve professional skills.
• Japanese language proficiency certifications, such as JLPT N2 or N1, may be advantageous depending on the communication requirements of the position. Equivalent demonstrated language proficiency may also be considered.

Experience

Previous experience in customer service, technical support, help desk operations, contact centers, or client relationship management is preferred.

Experience supporting Japanese-speaking customers or working in a bilingual service environment is an advantage.

Candidates with experience in international customer support, software services, e-commerce, telecommunications, or technology-related industries may be particularly well suited to this role.

Familiarity with CRM platforms, ticketing systems, customer databases, and remote communication tools is beneficial.

Experience handling customer complaints, managing escalations, and meeting service-level targets will be an added advantage.

Freshers with strong Japanese and English language skills, excellent communication abilities, and a willingness to learn may also be considered, depending on business requirements.

Working Hours

Employment may be available on a full-time basis, subject to the companys operational requirements.

Working schedules may include standard business hours, rotating shifts, evening shifts, or weekend coverage to support customers across different time zones.

Candidates should be prepared to work according to the assigned schedule and applicable service-level requirements.

Breaks, weekly rest days, and leave arrangements will follow the applicable employment policies.

Depending on the position and business requirements, remote, hybrid, or office-based working arrangements may be available.

Training sessions, team meetings, and performance reviews may be scheduled during designated working hours.

Note: The final work location, shift pattern, employment type, and weekly working hours will be confirmed by the employer during the recruitment process.

Knowledge, Skills and Abilities

Language and Communication Skills

• Professional proficiency in Japanese and English, including written correspondence and verbal customer interactions.
• Ability to understand customer questions, recognize the context of a problem, and communicate solutions accurately.
• Strong written communication skills for preparing customer emails, support notes, and follow-up messages.
• Ability to maintain a courteous and professional tone during challenging conversations.

Customer Service Knowledge

• Understanding of customer service principles, complaint handling, customer satisfaction, and service recovery.
• Ability to manage expectations, provide realistic timelines, and follow through on customer commitments.
• Knowledge of customer support workflows, case prioritization, and escalation procedures.

Technical and Digital Skills

• Competence in using computers, email applications, web-based platforms, and productivity tools.
• Ability to learn support software, CRM systems, ticket management platforms, and internal knowledge bases.
• Basic understanding of common technical issues involving accounts, browsers, applications, and connectivity.
• Willingness to learn new products, systems, and service processes as business needs evolve.

Professional Abilities

• Ability to manage competing priorities and meet established response and resolution deadlines.
• Strong interpersonal skills and the ability to work effectively with colleagues and supervisors.
• Sound judgment when handling confidential information and customer complaints.
• Adaptability when working with changing procedures, new technologies, and different customer expectations.
• Ability to accept constructive feedback and apply coaching to improve performance.
• Commitment to accuracy, accountability, teamwork, and consistent service delivery.

Benefits

• Competitive salary aligned with qualifications, language proficiency, relevant experience, and job responsibilities.
• Opportunities to use Japanese and English professionally in an international customer service environment.
• Structured onboarding and training on products, support tools, company procedures, and customer service standards.
• Professional development opportunities to strengthen bilingual communication, technical support, and problem-solving capabilities.
• Performance feedback and recognition based on applicable company programs.
• Opportunities to develop expertise in customer experience, technical support, account services, and service operations.
• Potential eligibility for health insurance, paid leave, and other employment benefits, depending on the employment arrangement and location.
• Potential access to remote or hybrid working arrangements where supported by the role.
• A collaborative working environment that encourages knowledge sharing, teamwork, and continuous learning.
• Opportunities to apply for internal roles as experience and business needs permit.
• Specific compensation, benefits, allowances, and remote-work eligibility should be confirmed in the official job offer.

Why Join Progressive Technology?

Joining Progressive Technology offers an opportunity to develop a career at the intersection of customer service, language expertise, and technology. As a Bilingual Support Representative, you will use your Japanese and English communication skills to help customers receive reliable assistance and a consistent service experience.

Build an International Career: Apply your language abilities in a professional environment that supports communication across different markets and cultures.

Make a Meaningful Difference: Help customers resolve problems, understand services, and achieve their goals through responsive and thoughtful assistance.

Strengthen Your Professional Skills: Develop expertise in customer relationship management, technical troubleshooting, issue resolution, and service quality.

Expand Your Career Opportunities: Gain transferable skills that may support future opportunities in senior customer support, quality assurance, technical support, training, team leadership, or customer experience management.

Learn Continuously: Build knowledge of new technologies, customer support tools, and service procedures through training and practical experience.

Work Collaboratively: Contribute to a team environment where accurate communication, accountability, and effective problem-solving are essential.

For bilingual professionals who enjoy helping people and working with technology, this role provides a valuable opportunity to combine language skills with practical customer service experience.