Customer Support Specialist (Japanese & English speaking)

Make customers happy by handling customer inquiries and help them attain desired results out of payment acceptance services provided by Omise.

Take ownership of customer tickets that come directly through Omise online contact channel or through Call Center and other team’s communications.

Clarify actual customer needs, classify customer ticket types, set proper priority to each ticket.

Ensure that customer tickets contain essential information required for tracking progress, in-depth problem analysis and escalation.

Summarize learning obtained from each ticket into a proper format that can be used for status report and knowledge base development

Escalate issues with unknown root cause to Product/Service Specialist in order to resolve customer problems, get root cause and prevention identified while maintaining proper communication line with all stakeholders.

Ensure Service Level Agreement (SLA) for responsive service is met for each customer’s ticket.

Assist Service Operations team in maintaining service quality for continuous service delivery.

Participate in the Early Access Program, User Acceptance Test (UAT) and other Release process components to proactively represent customers and share customer views and voices.

Contribute practical ideas and suggestions needed for continual service improvement to Service and Operations Improvement team.

Carry out proactive tasks that improve the service experience for Omise customers.

A degree in any field, preferably IT or Finance related

Customer first mindset

Team player who can work across boundaries

Fluent in English and Japanese communications, both writing and speaking

Ability to articulate technical information into common language for a non-technical audience

Self-motivated and can develop knowledge and skills through independent self-learning

Willing to go above and beyond to help Omise customers succeed in making Omise’s offerings a key component of their daily business operations

Having practical experience in online services or E-Commerce working environment is an advantage