We are hiring on behalf of our client, a reputable multi-brand organization operating within the Financial Services industry.
We are looking for a Customer Support Agent to represent and support multiple brands under one organization. You will be the first point of contact for customers across different products, channels, and brand voices. Your role is to deliver consistent, high-quality service while adapting communication style, policies, and product knowledge to each brand.
Employment Type: Full-time
Reports To: Customer Support Team Leader
Key Responsibilities
- Handle inbound and outbound customer inquiries via email, live chat, phone, social media, and ticketing systems across multiple brands.
- Accurately identify which brand, product, or service the customer is contacting about and apply the correct policies, tone, and procedures.
- Resolve issues related to orders, billing, accounts, products, returns, warranties, and general inquiries.
- Document all interactions clearly in the CRM system and keep brand-specific notes accurate.
- Escalate complex or sensitive cases to the appropriate manager, supervisor, or department.
- Maintain up-to-date knowledge of multiple product catalogs, promotions, SLAs, and brand guidelines.
- Identify recurring issues and share feedback with operations, product, or brand teams.
- Meet or exceed service-level targets (response time, resolution time, quality scores).
- Follow data privacy, security, and compliance requirements for every brand you support.
- Collaborate with other support agents / sales agents and ensure a seamless customer experience.
Required Qualifications
- Native or Professional knowledge of Japanese language is required
- Knowledge of English language
- Experience of customer support, call centre, or client-facing experience (multi-brand, multi-product, or multi-channel experience is a strong plus).
- Excellent written and verbal communication skills, with the ability to switch tone (professional, friendly, premium, casual, etc.)
- Strong problem-solving skills and the ability to work with limited information while staying accurate.
- Comfortable using CRM tools (e.g., Zendesk, Freshdesk, Zoho, Intercom, Gorgias, or similar).
- Ability to manage multiple workflows, queues, and priorities without mixing up brand rules.
- High attention to detail and strong organizational skills.
- Proficiency with standard office tools (email, spreadsheets, shared docs).
- Reliable internet connection and a quiet workspace if remote.
Preferred Qualifications
- Familiarity with order management, payments, returns, and basic troubleshooting.
- Bilingual or multilingual skills.
- Comfort learning new products and brand guidelines quickly.
Soft Skills
- Empathy and patience
- Adaptability
- Clear, professional communication
- Ownership and follow-through
- Calm under volume or pressure
- Discretion with customer and brand information
What Success Looks Like
- Customers feel they are speaking with someone who understands, not a generic shared inbox.
- Issues are resolved accurately the first time whenever possible.
- Brand-specific SLAs and quality standards are consistently met.
