Customer Support Representative | Bilingual–Japanese/English

Thomson Reuters; United States; Hybrid; USD 45,000 - 70,000; Full time

Job summary

An established industry player seeks a dynamic Customer Support Representative to engage with clients, particularly in the Japanese market. This role offers the chance to work in a hybrid environment, balancing in-office and remote work. You'll be responsible for resolving customer inquiries, documenting issues, and ensuring high-quality service. With a commitment to employee development and a supportive culture, this position provides a unique opportunity to grow professionally while making a real-world impact.

Benefits

Flexible vacation

Mental Health Days

Tuition reimbursement

Employee incentive programs

Work from anywhere for up to 8 weeks per year

Qualifications

• 1+ year experience in customer-facing roles.
• Strong problem-solving and analytical skills.

Responsibilities

• Respond to customer inquiries in English and Japanese.
• Document information accurately in CRM systems.

Skills

Fluent in Japanese

Fluent in English

Customer service experience

Problem-solving skills

Communication skills

Education

High school diploma or equivalent

Tools

Salesforce

Microsoft Office Suite

Job description

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 however, 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. Solving complex issues may involve interpreting the needs of the customer to determine the most applicable resolution.

• Appropriately filter and escalate cases to other teams when appropriate (e.g. product, sales, technology, marketing, etc.).

• 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 to facilitate the continued provision of quality guidance to customers.

• Maintain data in our CRM system to ensure the accuracy of active users and contacts.

• Ability to flex working hours to accommodate busy periods and react with increased productivity.

• 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.

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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) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

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 serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. 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 deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. 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. More information on requesting an accommodation here.

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