Join our team as a Customer Support Associate, providing exceptional service to our valued customers. This is role operates on a rostered basis covering weekends, morning and evening shifts.  This role is perfect for individuals who are fluent in Japanese & English and are passionate about helping others, play a vital part in ensuring our customers receive timely responses and effective resolutions.

Responsibilities 

• Respond to customer inquiries via phone, email, and live chat in a prompt and responsive manner
• Acknowledging and resolving customer complaints
• Maintain customer database to ensure it is accurate and up to date
• Provide feedback on the efficiency of the customer service process to Client Support Lead
• Ensure that confidential customer data is handled according to company data privacy requirements
• Identifying and reporting of potentially suspicious client activities
• Opening Client accounts, set up, and modifications to accounts as per client requests
• Client ID verification
• Assist with onboarding of new clients, including AML, CTF and sanctions checks
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Skills and Attributes

• Excellent verbal and written communication skills in both Japanese & English (essential)
• Ability to multitask and prioritise in a high-volume online environment
• Strong problem-solving and analytical skills.
• Team-oriented with a positive attitude and customer-first mindset.
• Previous experience in customer support
• Experience working in financial services industries such as banking or forex
• Comfort working on rostered shifts including weekends and evenings
• Proficient with computers and CRM systems.

Benefits

• Annual bonuses (in addition to your salary)
• PTO, paid training, and career development resources.
• Inclusive workplace culture focused on employee wellbeing.
• Remote and/or on-site options depending on location.
• Travel opportunities to our other satellite offices