COE Specialist I - Japanese Bilingual

About the Role

The Community Operations team focuses exclusively on ensuring all of our customers have the best experience. Providing premier customer support to riders and Earners is a core feature of our product experience. The Employee Experience Team within Community Operations enables and supports leaders to foster highly engaged teams by providing insights and resources to engage, develop, and champion diversity across TW CommOps. We put people at the heart of everything we do.

• Great communicator: You build trust with riders and driver-partners through your communication. You have a way with words and enjoy expressing your thoughts in your emails and phone conversations that reflect the business hustle. As a global team it is imperative that you have a deep understanding of the audience that you are catering to find the right way to communicate with the target audience. Strong, grammatically correct english language skills is a necessity.
• Empathetic: You are obsessed about customer experience, and instantly build a rapport with the riders and driver-partners by being empathetic, acknowledging the situation, and displaying a genuine willingness to help.
• Problem solver: Not all customer issues are straightforward. You are someone who is passionate about putting the customer first and finding right solutions no matter how challenging the situation.This not only involves great amount of research to ensure that we
• Process compliant: You know how to balance freedom of expression and process compliance making it easy for riders and driver partners to feel love while making it easy to analyze ways to scale support
• Comfortable with ambiguity: You enjoy a high pace of work and an environment where all answers are not readily available but will need you to be a part of finding answers. Since we are in the initiation phase for the team, an inclination for creating processes ground up is an added advantage.

Your Impact In Role

• Provide world-class customer support through emails and phone calls to our Earner & Spender with prompt and clear responses and solutions.
• To provide insight to our stakeholders in a timely manner through a correct channel or meeting by logical communication.
• Help in improving processes so we always optimize for better customer experience.This involves communicating with high value clients and and eye to retention in times of problems for the clients and companies
• Identify patterns and help in making the support systems better as we scale
• Maintain high quality in core work
• Contribute to building the team and the organization for long term success
• Support experience in a high-volume environment, including service industries, retail, hospitality or other support environments.
• Ability to manage multiple work streams efficiently in a high-pressure, complex environment

The Experience You'll Bring

• 1-2 years of work experience
• Bachelor's degree
• Strong & proven expertise in strong, grammatically correct english language skills (both verbal and written)
• Strong eye for detail which includes identifying customer problems swiftly and correctly while solving queries as this can impact company relations
• Have a problem solving mindset
• Strong customer obsession mindset with evidence of taking independent and appropriate decisions for the customer
• Open to work in 24x7 support. Willingness to work in shifts (rotating day/night shifts, rotating weekend offs -- total working hours will be 40 hours a week, 5 days, 8 working hours each day)
• Bilingual in Japanese and English, with proficiency in both spoken and written communication.

Preferred Qualifications

• Customer experience before

PERKS:

HMO Coverage
Leave Credits
Allowance
Attendance bonus
Monthly prizes and bonuses
Up to 30K referral bonus

Setup:

- Onsite (SkyTech, IT Park, Mabalacat, Pampanga)
- Shifting schedule
- 6-month project-based contract only