Customer Support Officer, Japanese
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Job Description
Japanese-speaking Customer Support Officer supporting FX/CFD traders with accounts, platforms, and technical issues. Improving client satisfaction for an international brokerage.
Responsibilities:
- Support clients with trading account opening, maintenance, and onboarding
- Respond to customer enquiries via email, phone, and internal support channels
- Conduct welcome calls and follow up with clients to ensure a high level of customer satisfaction
- Provide guidance on the company’s trading platforms, products, and services
- Handle account, administrative, and back-office related enquiries
- Assist clients with technical issues, including MetaTrader troubleshooting
- Manage customer complaints professionally and ensure effective, timely resolution
- Collaborate with internal departments to resolve customer issues efficiently
- Escalate complex or sensitive cases to the appropriate teams when necessary
- Support selected marketing activities, including campaign translation and event coordination
- Educate clients on product features and platform functionality
- Identify opportunities to improve the customer experience and contribute ideas that support business growth
Requirements:
- Native or fluent Japanese, both written and spoken
- Fluent English, minimum B2 level
- University or college degree
- Excellent communication and interpersonal skills
- Good working knowledge of MS Office
- Comfortable working with CRM systems, email platforms, and various computer applications
- Previous experience in customer support and/or working with CRM and support tools
- Ability to work independently while also being an effective team player
- Strong problem-solving skills and the ability to remain calm under pressure
- Ability to manage multiple tasks, meet deadlines, and maintain a high level of attention to detail
Benefits:
- Competitive remuneration based on qualifications and experience
- Fully remote work
- Dynamic and multicultural working environment
- Opportunities for professional development and career growth
- Exposure to international clients, financial markets, and trading technologies
- And many more benefits!
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