Customer Service Specialist — Tokyo, Japan

About the role

PCS Wireless is a global leader in the distribution of pre-owned and refurbished mobile devices, giving phones and tablets a second life. We run customer programs for leading consumer technology brands and retailers, including device trade-in, and we are hiring a Customer Service Specialist in Tokyo to support consumers in Japan across these programs.

You will answer customer questions on orders, trade-ins, payments, returns and warranty, and resolve complaints quickly against clear service-level targets. The programs you support will grow as we add new clients.

What you will do:

• Provide phone, chat and email support to customers across several PCS Wireless programs, such as device trade-in and buy-back, sales of refurbished devices, and other client programs
• Support customers and our clients' retail and online store teams during each program's business hours
• Answer questions on program terms, eligibility, orders and policies
• Guide customers through trade-in submissions, orders and returns, and follow up on device receipt, inspection and valuation
• Resolve payment questions: trade-in funds, refunds, credits and payment status
• Manage device returns, replacements and warranty cases
• Receive customer complaints and own them through to timely resolution, escalating where needed
• Resolve most contacts on the first interaction
• Capture every call and inquiry accurately in the ticketing system (program, contact reason, order, outcome)
• Follow each program's procedures, scripts and client requirements, and switch between programs as volumes change
• Protect customer personal information (PII) and follow data privacy rules in every interaction
• Coordinate with logistics, inspection / quality and finance teams to close open cases
• Spot recurring issues and suggest fixes to processes, scripts and FAQs

What you bring

• 2–5 years in a consumer customer service or contact-centre role, ideally in electronics, telecom or e-commerce
• Native-level Japanese (written and spoken) and business-level English
• Experience working to contact-centre KPIs (service level, first contact resolution, response times)
• Experience across phone, chat and email support, and the ability to juggle several programs, processes and tools
• Hands-on use of ticketing tools.
• Calm, empathetic handling of complaints and upset customers
• Careful handling of personal data and knowledge of privacy rules (e.g. Japan's APPI)
• Comfort with basic smartphone questions (activation, account locks, data transfer)
• Flexibility to work shifts, including weekends and holidays on a rota
• Right to work in Japan

Nice to have

• Experience with trade-in, buy-back, warranty or refurbished device programs
• Experience supporting several client programs or brands at once (e.g. in an outsourced or BPO setting)
• Knowledge of Japanese consumer rules on returns and payments