Japanese-Speaking Customer Service Representative

Position Summary

The Japanese-Speaking Customer Service Representative manages high‑volume customer transactions and supports the sales team with administrative tasks. Responsibilities include handling contract adjustments, processing inbound inquiries, coordinating simple deal cycles, and escalating complex requests when needed. The role requires strong attention to detail, proficiency in Excel and Google Workspace, and excellent communication skills in both Japanese and English. Experience in SaaS and flexibility to work across global time zones are essential.

Roles & Responsibilities

• Manage customer interactions related to high-velocity transactional items, including contract “true-ups,” add-ons, quantity changes, and other lightweight commercial adjustments
• Process small inbound customer inquiries digitally maintaining clear, professional, and timely communication with customers throughout each interaction
• Coordinate all administrative steps of simple deal cycles, ensuring accuracy and timely completion
• Triage requests and escalate to Account Executives or Customer Success Managers when needed
• Other sales team enablement opportunities to help offload administrative tasks from AEs and other sales roles

Qualifications

• Bachelor’s degree in Business, Economics, Data Science, Mathematics, Engineering or related field
• At least 6 months of experience in customer service
• Fluent in Japanese and English (spoken and written)
• Strong Excel skills (advanced formulas, pivot tables; macros a plus)
• Proficiency in Google Workspace (formerly G Suite) or Miro to create compelling business presentations
• Experience with CRM tools such as Salesforce, Outreach, Anaplan, or Pigment is an advantage
• Familiarity with data visualization tools (Tableau, Power BI, Looker)
• Understanding of basic commercial concepts (seat counts, prorating, contract adjustments)
• Comfortable analyzing simple data points and validating transactional accuracy
• High attention to detail and ability to manage large datasets
• Experience handling small or large projects based in the US is also a plus
• Clear, professional communication skills
• Proactive, process-oriented mindset
• Highly adaptable and tech savvy
• Flexibility to work in a shifting schedule across APAC, North American and European time zones, Monday to Friday
• Work arrangement: onsite, with potential transition to a hybrid setup
• Salary: Up to PHP 120,000.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

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