Customer Support Specialist for Japanese Market (JST/CET)

As a Customer Support Specialist at Purple Technology, you will be responsible for delivering exceptional customer support specifically for the Japanese market. This involves handling client inquiries via email and Japanese chat, processing requests accurately as per established guidelines, and crafting detailed and clear responses to ensure effective communication. You will also assist clients with troubleshooting on trading platforms and collaborate with internal teams to facilitate smooth operations.

To be considered for the Customer Support Specialist position at Purple Technology, you should have proven experience in remote client support, ideally within the financial or FinTech sector. A native-level proficiency in Japanese (N1 level) is essential, along with business-level English (B2 or higher). A Bachelor’s degree from a Japanese university is preferred, alongside a strong technical aptitude and excellent communication skills, both written and verbal.

Japanese language proficiency is crucial for the Customer Support Specialist role at Purple Technology. Candidates are expected to have native-level Japanese skills (N1 level) to effectively communicate with clients, understand their inquiries, and provide professional responses. This proficiency ensures that the support provided meets the cultural and linguistic expectations of our Japanese clientele.

At Purple Technology, Customer Support Specialists will use a variety of tools and platforms to assist clients. This includes trading platforms for issue replication and troubleshooting, as well as internal communication tools like Slack for collaboration with team members. Familiarity with these platforms will enhance your ability to deliver effective support and maintain seamless communication within the team.

Soft skills play a vital role in the Customer Support Specialist position at Purple Technology. Essential skills include strong communication and interpersonal abilities, which will enable you to explain complex issues professionally to clients and team members. Additionally, a sense of responsibility, reliability, teamwork, and a proactive approach to problem-solving are highly valued to ensure that you thrive in a dynamic support environment.

When faced with a difficult customer inquiry, I would first listen attentively and fully understand their concerns. I would then respond in a calm, respectful manner, ensuring my responses are clear and professional. Following that, I would investigate the issue thoroughly and provide a solution or escalate it to the appropriate team if necessary, always keeping the client informed throughout the process.

In my previous role, I provided remote customer support for a FinTech company, where I handled inquiries via email and chat. I became adept at managing multiple cases simultaneously while ensuring a high level of service. My ability to remain patient and proactive in problem-solving was key in delivering effective solutions to clients outside of traditional in-person support.

To stay organized while managing multiple inquiries, I prioritize tasks based on urgency and complexity. I use digital tools to track and categorize inquiries, set reminders for follow-ups, and maintain detailed notes on each case. This strategic approach helps me to ensure no issues are overlooked, and clients feel valued through timely responses.

I ensure clear communication by simplifying language and avoiding jargon when necessary. I also use visual aids or written follow-ups if a client seems to have misunderstandings. With Japanese clients, I am mindful of cultural nuances and adjust my communication style to be more respectful and thoughtful, enhancing mutual understanding.

If I encountered a technical issue I could not resolve, my first step would be to gather detailed information from the client about the problem. I would then consult my team or reference available resources. If the issue requires further escalation, I would inform the client about the next steps and ensure they feel supported throughout the process.

In a previous position, a client was dissatisfied due to a miscommunication regarding a transaction. I actively listened to their concerns, apologized for the confusion, and took ownership of the situation. I worked swiftly to provide a solution and followed up to ensure the issue was resolved to their satisfaction, which helped rebuild their trust in our services.

I stay updated with FinTech trends by regularly reading industry blogs, participating in webinars, and engaging with online communities focused on finance and technology. Additionally, I enjoy networking with professionals in the sector and enrolling in relevant courses to enhance my knowledge and remain informed about the latest developments.

I am drawn to Purple Technology due to its innovative approach to FinTech solutions and commitment to excellence in client support. The company's values align with my skills and dedication to providing superior service, and I am excited about the opportunity to contribute to a team that values teamwork and continuous improvement.

In high-pressure situations, I remain calm and focused. I prioritize tasks and tackle them one at a time while maintaining communication with clients to keep them informed. Taking short breaks when needed helps me refresh and approach challenges with a clearer mind. I view stress as an opportunity to showcase my problem-solving skills.

I find tools like Slack for team communication, ticketing systems for managing inquiries, and platforms like Zoom for video support to be highly effective in a remote customer support environment. These tools promote quick communication, team collaboration, and offer a structured way to track and respond to client inquiries efficiently.