Customer Service Specialist (CX Operations)
Shift-based work is preferred but not mandatory. Candidates unable to work shifts are still welcome to apply, though priority will be given to those who can.
Role Overview
As a Customer Service Specialist, you will handle escalated inquiries from the contact center and collaborate with internal teams to resolve issues efficiently. You will analyze recurring problems, improve response guides and processes, and provide feedback to ensure high-quality customer interactions. This role requires proactive monitoring of operational issues and sharing insights with relevant departments to maintain a responsive support system.
Key Responsibilities
Review and resolve escalated inquiries and issues from the contact center.
Analyze trends in inquiries to identify root causes and improve manuals, guides, and processes.
Monitor call recordings and response logs to identify inaccuracies and provide corrective feedback.
Update response standards to prevent quality issues, such as missing guidance or incorrect information.
Communicate urgent operational issues immediately and follow up until resolution.
Identify potential issues early and collaborate with relevant teams to maintain smooth operations.
Basic Qualifications
Minimum 2 years of experience in customer service, contact center operations, or emergency response management.
Fluent in Japanese.
Strong data analysis and problem-solving skills.
Preferred Qualifications
Business-level Korean.
Ability to work shift-based (1 PM–10 PM, weekdays and weekends, 5-day workweek).