Japanese Customer Support Agent Job Description [Updated for 2025]

In the global era, the demand for Japanese Customer Support Agents is ever-growing.
As businesses expand their reach to Japan, the need for skilled individuals who can provide top-notch customer support, while bridging the cultural and language gap, becomes crucial.
But let’s delve deeper: What’s truly expected from a Japanese Customer Support Agent?
Whether you are:
- A job seeker seeking to comprehend the nature of this role,
- A recruiter crafting the profile of the perfect candidate,
- Or simply fascinated by the dynamics of customer support in Japan,
You’ve arrived at the right destination.
Today, we present a fully adaptable Japanese Customer Support Agent job description template, devised for effortless posting on job boards or career sites.
Let’s dive straight in.
Japanese Customer Support Agent Duties and Responsibilities
Japanese Customer Support Agents provide customer service to Japanese-speaking clients.
They often serve as the bridge between the company and the clients, ensuring excellent customer service and client satisfaction.
They have the following duties and responsibilities:
- Respond to customer inquiries through phone calls, emails, or chat in Japanese
- Translate and interpret customer needs and provide appropriate solutions
- Identify and assess customers’ needs to achieve satisfaction
- Resolve customer complaints via phone, email, mail, or social media
- Handle and resolve customer complaints regarding product sales to customer service problems
- Provide product and service information to customers
- Understand and stay up-to-date with the company’s products or services to provide accurate information to the clients
- Escalate unresolved issues to the next level of support
- Maintain records of customer interactions and transactions
- Assist with onboarding of new customers
- Participate in training sessions to improve knowledge and performance level
Japanese Customer Support Agent Job Description Template
Job Brief
We are looking for a dedicated Japanese Customer Support Agent to provide excellent customer service to our Japanese speaking clients.
You will be responsible for responding to customer queries, resolving issues and providing product information.
Fluent communication in Japanese, both written and spoken, is crucial for this role.
Our ideal candidate is an effective communicator, with a customer-centric mindset and a passion for helping others.
You should have excellent problem-solving skills and the ability to maintain a calm demeanor under pressure.
Responsibilities
- Answer customer inquiries via phone, email, and live chat
- Identify and assess customer needs to achieve satisfaction
- Resolve customer complaints or escalate them as necessary
- Provide product information and assist customers with their purchases
- Record customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
- Maintain a high level of professionalism and competence
- Work closely with other team members to meet or exceed customer service goals
Qualifications
- Previous experience in a customer support role
- Fluency in Japanese and English, both written and spoken
- Strong phone handling skills and active listening abilities
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma or equivalent; college degree preferred
Benefits
- Health insurance
- Dental insurance
- Paid time off
- Professional development assistance
- Wellness program
Additional Information
- Job Title: Japanese Customer Support Agent
- Work Environment: Office setting with options for remote work.
- Reporting Structure: Reports to the Customer Service Manager.
- Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
- Location: [City, State] (specify the location or indicate if remote)
- Employment Type: Full-time
- Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].
What Does a Japanese Customer Support Agent Do?
A Japanese Customer Support Agent works in a customer service role, providing assistance and information to Japanese-speaking customers.
They work in various industries, such as tech, finance, retail, and many others, often for companies that have a significant Japanese customer base or that operate in Japan.
Their primary responsibility is to respond to inquiries from customers, resolve complaints, and ensure a high level of customer satisfaction.
This can involve answering calls, responding to emails, or interacting with customers through online chat functions.
Japanese Customer Support Agents need to have a deep understanding of the products or services their company offers in order to provide accurate information and solutions.
They may also be tasked with identifying and escalating serious issues to higher-level staff or departments.
In addition to this, they may perform administrative tasks such as maintaining customer records, tracking interactions, and providing feedback to management on common complaints or issues.
Fluency in both Japanese and the company’s operating language is a must, as is a strong understanding of Japanese culture and business etiquette.
They may also need to be willing to work irregular hours, as customer support often needs to be available 24/7, especially for international companies.
Lastly, a Japanese Customer Support Agent must have excellent communication skills, patience, and a customer-centric attitude to ensure that customers have the best possible experience.
Japanese Customer Support Agent Qualifications and Skills
A proficient Japanese Customer Support Agent should exhibit the following skills and qualifications:
- Fluency in both written and spoken Japanese, along with a good understanding of English for effective communication with international teams.
- Excellent communication skills to articulate solutions to customers and understand their queries or complaints.
- Strong interpersonal skills to build and maintain positive relationships with customers, ensuring customer satisfaction and loyalty.
- Knowledge of customer service principles and practices to handle customer inquiries, transactions, and complaints effectively.
- Problem-solving skills to identify, analyze, and resolve customer issues in a timely and efficient manner.
- Technical abilities to use customer relationship management software and other relevant technologies, ensuring efficient record keeping and customer management.
- Patience and empathy to deal with frustrated or upset customers and provide them with supportive and effective service.
- Time management skills to handle multiple tasks and customer inquiries concurrently, ensuring all customers receive prompt and efficient service.
- Cultural awareness to understand and respect customers’ cultural nuances and expectations.
Japanese Customer Support Agent Experience Requirements
Entry-level candidates for a Japanese Customer Support Agent role might have 1 to 2 years of customer service experience.
This experience can be gained through part-time roles, internships, or volunteer work in a customer service environment.
Proficiency in Japanese is a must for this role, and applicants may have acquired this through study abroad, language courses, or immersion programs.
Candidates with more than 3 years of experience are likely to have developed their customer support skills in roles such as Customer Service Representative, Client Relations Specialist, or Support Associate.
They would have a solid foundation in handling customer inquiries, resolving complaints, and understanding customer needs.
At this level, proficiency in technical and business-level Japanese, both spoken and written, is essential.
Those with more than 5 years of experience would have been exposed to higher-level responsibilities such as mentoring new team members, handling escalated customer cases, and possibly managing a team.
They may have gained experience in a call center, business process outsourcing, or international business environment where Japanese language skills are highly utilized.
They might also have a deeper understanding of Japanese culture and business etiquette, which would be beneficial in dealing with Japanese customers.
Japanese Customer Support Agent Education and Training Requirements
Japanese Customer Support Agents often have a bachelor’s degree in business, communications, international relations, or a related field.
However, some companies may hire agents with a high school diploma or equivalent education, provided they have sufficient customer service experience.
Key to this role is fluency in both Japanese and English languages.
The candidate should be able to read, write, and speak Japanese and English proficiently to ensure effective communication with Japanese clients.
Some companies may require certification proving language proficiency, such as the Japanese-Language Proficiency Test (JLPT) for non-native Japanese speakers.
Training in customer service, conflict resolution, and communication skills is essential.
Many companies provide on-the-job training to help agents understand their products and services, company policies, and customer management systems.
Proficiency in computer skills and familiarity with customer relationship management (CRM) software is usually a must.
Although not required, obtaining a certification in customer service management, such as the Certified Customer Service Professional (CCSP) or Certified Customer Experience Professional (CCEP), can enhance career prospects and demonstrate commitment to the field.
Cultural sensitivity training might also be beneficial to understand Japanese customers’ expectations and cultural nuances better.
This could involve attending workshops, taking online courses, or obtaining a certification in intercultural communication.
Japanese Customer Support Agent Salary Expectations
A Japanese Customer Support Agent can expect to earn an average salary of $35,000 (USD) per year.
However, this salary can fluctuate based on factors such as years of experience, proficiency in the Japanese language, the complexity of the support role, and the location of employment.
Japanese Customer Support Agent Job Description FAQs
What skills does a Japanese Customer Support Agent need?
A Japanese Customer Support Agent needs strong language skills, both in Japanese and English, to communicate effectively with customers.
They should have excellent interpersonal and communication skills to understand and resolve customer queries.
Technical skills for using customer support software and tools, problem-solving skills, and a high level of patience are also essential.
Do Japanese Customer Support Agents need a degree?
While a degree is not strictly necessary, many employers prefer candidates with a degree in Japanese language studies or a related field.
Prior experience in customer support or a similar role is often more crucial.
However, having a degree could provide a competitive edge and better opportunities for advancement.
What should you look for in a Japanese Customer Support Agent’s resume?
When hiring a Japanese Customer Support Agent, you should look for strong language proficiency in both Japanese and English.
Experience in customer service roles, knowledge of customer service software, and problem-solving skills are also important.
Certifications in Japanese language proficiency tests like JLPT can provide proof of language skills.
What qualities make a good Japanese Customer Support Agent?
A good Japanese Customer Support Agent is patient, empathetic, and can handle stress well.
They should have excellent active listening skills, problem-solving abilities, and strong verbal and written communication skills in both Japanese and English.
A deep understanding of the product or service they are supporting is also crucial.
Cultural sensitivity and understanding of Japanese business etiquette can also be beneficial.
Is it difficult to hire a Japanese Customer Support Agent?
Hiring a Japanese Customer Support Agent can be challenging due to the specific language and cultural knowledge required for the role.
However, offering competitive salaries, opportunities for advancement, and a supportive work environment can attract qualified candidates.
Conclusion
And there you have it.
Today, we’ve peeled back the layers on what it truly means to be a Japanese Customer Support Agent.
And guess what?
It’s not just about answering calls.
It’s about being the bridge of communication and problem-solving, one customer query at a time.
With our go-to Japanese Customer Support Agent job description template and real-world examples, you’re all set to get started.
But why stop there?
Dive deeper with our job description generator. It’s your next step towards creating precise job listings or fine-tuning your resume to perfection.
Remember:
Every conversation with a customer is a part of a bigger relationship.
Let’s build that relationship. Together.
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