Customer service

• Understand customer enquiries and respond via applicable channels: email, chat, and call backs
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required 
• Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes 
• Ensure all SLAs are met accordingly 
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied 
• Provide a high level of professionalism and competent customer service 
• Able to communicate effectively with customers in a friendly and polite manner following the processes 
• Able to read, write, and speak fluently and spontaneously in both English and Japanese.