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About the Role
As a Japanese-English Bilingual Customer Support Specialist, you will provide support to global users of International SOS digital products. You will help customers resolve product-related issues, manage support cases, and work closely with cross-functional teams to ensure a seamless customer experience. This role is ideal for someone who enjoys problem-solving, building relationships, and delivering exceptional service in a fast-paced international environment.
Responsibilities
- Provide prompt and professional support to customers using International SOS digital products.
- Investigate, troubleshoot, and resolve customer issues, collaborating with internal teams when needed.
- Manage and prioritize customer requests to ensure timely resolution.
- Support Japanese-speaking customers while contributing to the wider global support team.
- Communicate effectively with customers through email, phone, and other support channels.
- Work closely with Product, Technical, Client Success, and Account Management teams to resolve issues and improve customer satisfaction.
- Maintain accurate case records and documentation.
- Contribute to knowledge sharing, process improvements, and customer experience initiatives.
Requirements
- Native Japanese and Business English communication skills, both written and spoken.
- Previous experience in customer support, customer service, or another client-facing role.
- Experience supporting software, SaaS, or digital products is highly desirable.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM or case management systems is an advantage.
- Self-motivated, customer-focused, and collaborative team player.
Location
- Japan
Work Type
- Onsite
About the Company
- International SOS is the world’s leading health and security services company, helping organizations protect their people while they work and travel globally.
- Operating in more than 90 countries, we provide medical assistance, security services, and risk management solutions to multinational corporations, governments, and international organizations.