Customer Service Agent (Japanese – English)

Company Overview:

Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies from Philippines, India, Colombia, Argentina, Vietnam and Malaysia. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

Role summary:

The Customer Service Agent is responsible for supporting Japanese and English-speaking customers via phone, email, and chat while delivering excellent customer experiences and meeting operational KPIs. This role requires strong communication skills, problem-solving ability, and the capability to work effectively in a remote environment.

Work Schedule: 5 days / week (shift-based depending on business needs)

Work Setup: Home-based setup

Key Responsibilities

• Handle customer inquiries via phone, email, and chat in Japanese and English.
• Deliver timely, professional, and customer-focused support.
• Achieve KPIs including quality, productivity, CSAT, and response time.
• Accurately document customer interactions in CRM/ticketing systems.
• Escalate unresolved or complex issues appropriately.
• Follow company processes, compliance standards, and service guidelines.
• Participate in training, coaching, and team meetings.
• Collaborate with internal teams to resolve customer concerns efficiently.

Requirements Language Skills:

• Japanese proficiency (JLPT N2+ preferred)
• Strong English communication skills (spoken & written)

Experience & Skills:

• Experience in customer service, contact center, BPO, or support operations preferred
• Strong customer-focused and problem-solving mindset
• Comfortable using CRM systems, ticketing tools, and collaboration platforms
• Ability to multitask and work in a fast-paced environment
• Able to work independently in a remote setup

Preferred Qualifications:

• Experience supporting Japanese customers or Japanese market operations
• Experience in chat/email/voice support
• Experience working in KPI-driven environments

Personal Attributes

• Customer-oriented and professional
• Adaptable and proactive
• Strong communication and teamwork skills
• Detail-oriented and accountable
• Able to remain calm under pressure