Japanese Customer Support Representative Job Description [Updated for 2025]

In today’s global economy, the need for Japanese Customer Support Representatives is more critical than ever.

As commerce expands across borders, the demand for skilled communicators who can bridge the gap between cultures and languages escalates.

But let’s delve deeper: What’s truly expected from a Japanese Customer Support Representative?

Whether you are:

• A job seeker trying to understand the intricacies of this role,
• A hiring manager outlining the perfect candidate,
• Or simply fascinated by the dynamics of customer support,

You’re in the right place.

Today, we present a customizable Japanese Customer Support Representative job description template, crafted for effortless posting on job boards or career sites.

Let’s dive right in.

Japanese Customer Support Representative Duties and Responsibilities

Japanese Customer Support Representatives interact directly with customers to answer questions, solve problems, provide education, and maintain the company’s reputation for high-quality service.

They must be proficient in Japanese and comfortable with various communication channels such as email, live chat, social media, and telephone.

Their duties and responsibilities include:

• Providing customer service to Japanese-speaking customers through various channels
• Listening to customer needs and concerns, and providing appropriate solutions
• Translating customer service information into Japanese, and vice versa, as required
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Responding promptly to customer inquiries, providing product and service information
• Handling customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Processing customer accounts, performing order entries, and providing billing information
• Keeping records of customer interactions, transactions, comments and complaints
• Assisting with product and service development based on customer feedback
• Communicating and coordinating with colleagues as necessary

 

Japanese Customer Support Representative Job Description Template

Job Brief

We are seeking a Japanese Customer Support Representative to join our customer service team.

The representative will be responsible for providing exceptional customer service to our Japanese clients by answering inquiries, resolving issues and providing information about our products and services.

Japanese Customer Support Representative duties include responding to customer inquiries in a professional and timely manner, maintaining a high level of product knowledge and working closely with other team members to meet and exceed customer expectations.

 

Responsibilities

• Respond to customer inquiries via phone, email and chat in a timely and professional manner
• Provide information about products and services
• Handle and resolve customer complaints
• Assist customers with product selection and purchases
• Maintain a high level of product knowledge
• Coordinate with other team members to ensure customer satisfaction
• Document customer interactions for future reference
• Follow communication procedures, guidelines, and policies

 

Qualifications

• Proven customer support experience
• Fluent in Japanese and English, both written and spoken
• Excellent communication and interpersonal skills
• Ability to handle stressful situations and remain calm
• Knowledge of customer service principles and practices
• Ability to work in a team-oriented environment
• High school diploma or equivalent

 

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Training opportunities

 

Additional Information

• Job Title: Japanese Customer Support Representative
• Work Environment: This position may be based in an office or a remote setting. Flexibility to work on weekends or public holidays might be required.
• Reporting Structure: Reports to the Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: Depending on experience and qualifications
• 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 Representative Do?

A Japanese Customer Support Representative primarily works in customer service, usually in a call center or a similar setting, providing assistance to Japanese-speaking customers.

Their primary role is to offer assistance to customers in their native language, ensuring the customers understand the products or services, and addressing any queries or concerns they may have.

They manage inbound and outbound calls and may also communicate through emails or live chat.

They are responsible for maintaining a high level of professionalism with customers, striving to provide an outstanding customer service experience.

They must understand and be knowledgeable about the company’s products or services to provide accurate information.

Their tasks also include resolving product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.

Japanese Customer Support Representatives may also be involved in assisting with sales by providing product information or help customers in placing orders.

They are also often responsible for documenting customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

In some cases, they may also be required to translate and localize content from English to Japanese, or vice versa, depending on the company’s requirements.

They also need to provide feedback on the efficiency of the customer service process and work towards improving the overall customer experience.

 

Japanese Customer Support Representative Qualifications and Skills

A proficient Japanese Customer Support Representative should possess skills and qualifications that include:

• Fluency in both Japanese and English, ensuring efficient communication with customers and the ability to translate complex technical information into understandable terms.
• Exceptional customer service skills to handle inquiries, complaints, and provide information about products and services.
• Strong interpersonal skills to build and maintain positive relationships with customers, ensuring their needs and concerns are addressed promptly and professionally.
• Problem-solving skills to resolve customer issues effectively and efficiently, turning negative situations into positive experiences.
• Technical knowledge to understand and troubleshoot product issues, and guide customers through solutions over the phone or via email.
• Time management skills to handle multiple customer inquiries simultaneously while delivering timely and accurate responses.
• Patience and empathy to understand customer frustrations and provide reassurance during problem-solving processes.
• Knowledge of customer relationship management (CRM) systems and practices.
• Ability to work in a team environment, collaborating with other departments to ensure customer satisfaction.
• Understanding of Japanese culture and business practices to build rapport and trust with Japanese customers.

 

Japanese Customer Support Representative Experience Requirements

Japanese Customer Support Representatives are usually required to have at least 1 to 2 years of experience in customer service or similar roles, often through part-time work or internships.

They should have a strong background in dealing with customers, resolving issues, and providing information about products or services.

These representatives should also have a good grasp of the Japanese language, both spoken and written.

Many organizations require their Japanese Customer Support Representatives to have native or near-native fluency in Japanese.

This could be gained through immersion in a Japanese-speaking environment or through advanced studies in the Japanese language.

Some employers may prefer candidates with experience in specific industries related to their business.

For instance, a tech company might prefer a customer support representative with experience in IT or technology support.

Candidates with over 3 years of experience in customer support roles often have developed strong communication skills, problem-solving abilities, and a deep understanding of customer service best practices.

Those with more than 5 years of experience are usually seasoned professionals who have likely led customer support teams, and are ready for supervisory or managerial roles in customer support.

They may also have experience in training and development of other team members.

In addition, Japanese Customer Support Representatives should have experience with various customer support tools and software, and they should be comfortable working in a fast-paced, multicultural environment.

 

Japanese Customer Support Representative Education and Training Requirements

Japanese Customer Support Representatives typically require a high school diploma or equivalent education as a minimum.

They should have a strong proficiency in the Japanese language – both written and spoken.

Many employers require candidates to have achieved JLPT (Japanese-Language Proficiency Test) N1 or N2 level certification or equivalent.

Experience in customer service or related roles is often desirable.

This can provide hands-on training in resolving customer queries, managing customer relationships, and using customer relationship management software.

Training in intercultural communication can be beneficial for representatives dealing with customers in different regions.

Knowledge of the product or service the company provides is also crucial.

This may be gained through on-the-job training or self-study.

Some positions may require a bachelor’s degree, particularly if they involve dealing with technical products or services.

Additionally, computer literacy and the ability to use various software and applications effectively are necessary skills.

Continuing education or professional development in customer service, communication or conflict resolution can help representatives stay updated and enhance their skills.

Finally, soft skills such as empathy, patience, and excellent listening skills are often emphasized in this role.

These are usually developed through experience and ongoing training.

 

Japanese Customer Support Representative Salary Expectations

A Japanese Customer Support Representative can expect to earn an average salary of $38,500 (USD) per year.

However, this figure can fluctuate based on factors such as the level of expertise in the Japanese language, previous experience in a support role, and the location of the employing company.

 

Japanese Customer Support Representative Job Description FAQs

What skills does a Japanese Customer Support Representative need?

A Japanese Customer Support Representative needs excellent communication skills in both Japanese and English.

They should have strong listening skills to understand customer issues accurately, and problem-solving skills to resolve those issues effectively.

Familiarity with CRM systems and practices, as well as the ability to handle stressful situations, are also important.

Finally, cultural sensitivity and understanding of Japanese customs and etiquette are critical for this role.

 

Do Japanese Customer Support Representatives need a degree?

A degree is not always necessary, but having one in a relevant field such as Languages, Communications or Business can be beneficial.

However, proficiency in Japanese and English, along with customer service experience, is usually more critical than formal education.

Some employers may require certification in Japanese language proficiency tests such as JLPT (Japanese Language Proficiency Test).

 

What should you look for in a Japanese Customer Support Representative resume?

Look for language proficiency levels in Japanese and English, ideally with certification like JLPT.

Prior experience in customer support roles, preferably with Japanese customers, is also important.

Check for technical skills such as familiarity with CRM systems.

Additional skills like multitasking, problem-solving, and adaptability are also valuable in this role.

 

What qualities make a good Japanese Customer Support Representative?

A good Japanese Customer Support Representative demonstrates empathy, patience, and excellent communication skills.

They should be able to handle stressful situations professionally and maintain a positive attitude.

Understanding of Japanese culture and business etiquette is essential to connect with the customers better.

A good representative should also be self-motivated and have a strong commitment to providing exceptional customer service.

 

Can a Japanese Customer Support Representative work remotely?

Yes, a Japanese Customer Support Representative can work remotely as long as they have a stable internet connection and a quiet environment to take calls or video conferences.

Some companies may prefer a representative in the same time zone as their Japanese customers, but it’s not always necessary.

With proper scheduling and communication tools, representatives can effectively support customers from any location.

 

Conclusion

And there you have it.

Today, we’ve unraveled the true essence of being a Japanese Customer Support Representative.

Surprise, surprise?

It’s not just about speaking Japanese.

It’s about building bridges across cultures, one customer interaction at a time.

With our comprehensive Japanese Customer Support Representative job description template and practical examples, you’re ready to leap ahead.

But don’t stop now.

Delve further with our job description generator. It’s your companion for creating precision-crafted job listings or refining your resume to perfection.

Remember:

Every interaction with a customer paints a part of the larger picture.

Let’s connect cultures. Together.

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