Customer Support Representative

About The Company

Established in 2005, Cloudstaff is a leading outsourcing provider dedicated to empowering businesses worldwide through innovative talent solutions. With a commitment to excellence and a focus on creating a supportive work environment, Cloudstaff has become recognized as a top employer in the industry. Our mission is to connect talented professionals with global organizations, fostering growth, collaboration, and success. We believe in investing in our employees' development and well-being, ensuring they have the resources and support needed to thrive in their careers.

About The Role

We are seeking a highly motivated and professional Customer Support Representative (Japanese-speaking) to join our dynamic team. This role is primarily remote, allowing you to work from the comfort of your home while contributing to our global customer service initiatives. The ideal candidate will possess excellent communication skills in Japanese, both spoken and written, and have experience in providing exceptional customer support via phone and digital channels. The position involves handling inbound customer inquiries, resolving issues efficiently, and maintaining high standards of service quality. Working in a mid/night shift schedule, you will be an essential part of our customer support operations, ensuring that our Japanese-speaking clients receive prompt and effective assistance around the clock.

Qualifications

The successful candidate will meet the following qualifications:

• Fluent in Japanese, with strong proficiency in both spoken and written communication.
• Previous professional experience in a customer service or support role, preferably in a call center or digital support environment.
• Excellent interpersonal skills with the ability to communicate clearly, confidently, and engagingly with customers.
• Strong problem-solving skills and the ability to handle inquiries efficiently and effectively.
• Experience using ticketing systems such as HubSpot or similar platforms.
• Adaptability to fast-paced and evolving work environments.
• Reliable, self-motivated, and process-oriented with a strong attention to detail.
  
  

Responsibilities

The key responsibilities for this role include:

• Handling inbound support calls from Japanese customers with professionalism and confidence.
• Resolving Level 1 customer inquiries by following established processes and guidelines.
• Logging and updating support tickets accurately and promptly in HubSpot.
• Escalating complex issues to appropriate internal teams or specialists for resolution.
• Adhering to call handling protocols and documentation standards to ensure quality service delivery.
• Performing ticket clean-up and maintenance during downtime to optimize support workflows.
• Contributing to the continuous improvement of FAQs, scripts, and support resources to enhance customer experience.
  
  

Benefits

At Cloudstaff, we value our employees and offer a comprehensive benefits package, including:

• Health and life insurance coverage starting on your 16th day of employment, including coverage for one dependent.
• Flexible leave credits that can be used for vacation, emergency, or sick leave.
• Quarterly perks boxes containing groceries and snacks to support your work-from-home setup.
• Exciting mid-year company parties with prizes and giveaways.
• Opportunities for career advancement and professional development.
• Annual performance reviews with potential salary increases.
• Provision of a company laptop or PC and fiber internet connection to support your remote work.
• Technical support for your work equipment and setup.
• Participation in social clubs and interest groups to foster team engagement.
• Opportunities for international career growth and networking.
• Unlimited cash incentives for employee referrals.
• Mental health support through Lifeworks Employee Assistance Program and access to in-house mental health professionals.
• Participation in Employee Share Units program, allowing you to share in the company's success.
• Cloudstaff Dream Points, which can be redeemed for appliances, kitchenware, and other useful items.
  
  

Equal Opportunity

Cloudstaff is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, gender, age, religion, nationality, sexual orientation, or any other protected characteristic. We believe in providing equal employment opportunities to all qualified candidates and promoting a work environment where everyone can thrive and succeed.