Japanese Bilingual Customer Service Representative - Muntinlupa

Schedule: 7AM - 4PM Manila

What does a day in the life of a Japanese Bilingual Customer Service Representative look like?

• Accurately enter and process orders from business gift, retail and distributor customers in the order management system.
• Review and verify customer orders for completeness, accuracy, and compliance with company policies and product specifications.
• Communicate with customers to confirm order details, including customization requirements and shipping preferences.
• Manage a high volume of orders across a variety of products in a complex, high-sku environment.
• Collaborate with internal teams (sales, warehousing) to ensure smooth order flow and clear end to end communication.
• Regularly review and update the status of all open orders, ensuring deadlines and customer expectations are met.

Customization & Product Knowledge:

• Work with customers to understand their specific needs for luxury item customization, ensuring precise order specifications are captured.
• Collaborate with internal teams to ensure that customization requests are communicated clearly and implemented correctly.
• Provide product knowledge and guidance to customers regarding luxury items, including features, materials, and customization options.

Shipping & Delivery Accuracy:

• Coordinate with the warehouse team to ensure that all orders are processed and shipped accurately and on time.
• Monitor the progress of orders, ensuring they are delivered according to customer specifications and within their requested delivery date.
• Address and resolve any shipping or delivery issues promptly, ensuring customer satisfaction.

Customer Support:

• Serve as the main point of contact for customers, providing exceptional service throughout the order process.
• Handle customer inquiries, concerns, and complaints professionally and efficiently, ensuring timely resolution.
• Provide follow-up to ensure customers are satisfied with their orders and deliveries, particularly with regard to customization requests.

Data Entry & Record Keeping:

• Maintain accurate and up-to-date records of customer orders, communications, and preferences within our order management system.
• Take full ownership of assigned orders, ensuring each is tracked, managed, and executed from start to finish

Collaboration & Teamwork:

• Work closely with internal teams such as sales, warehousing, and product teams to ensure seamless order fulfillment and customer satisfaction.
• Participate in regular team meetings to review order processing workflows, customer feedback, and ways to enhance the customer experience.

• High school diploma or equivalent; college degree preferred.
• Must be conversant in both Japanese and English language
• Minimum 2-3 years of experience in customer service, order entry, or order management in a high-sku environment (experience with luxury goods or retail is a plus).
• Strong attention to detail and ability to handle multiple priorities simultaneously.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook) and NetSuite
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking skills.
• Ability to work both independently and collaboratively in a team environment.
• Knowledge: Familiarity with luxury goods, customization processes, order fulfillment, and logistics.
• Personal Attributes: Strong customer focus, proactive, highly organized, adaptable, and solution oriented.

• Full time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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If you are interested, you can access your instant interview here: https://alpharun.com/i/ux8YgHf-1hET-oLjkPoYq

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