Customer Support Specialist, Global Digital Support
Posted Updated 6
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Description
Essential Job Duties and Responsibilities:
International SOS is the world’s leading health and security services company, helping organizations protect their people while they work and travel globally. Operating in more than 90 countries, we provide medical assistance, security services, and risk management solutions to multinational corporations, governments, and international organizations.
As a Japanese-English Bilingual Customer Support Specialist, you will provide support to global users of International SOS digital products.
You will help customers resolve product-related issues, manage support cases, and work closely with cross-functional teams to ensure a seamless customer experience. This role is ideal for someone who enjoys problem-solving, building relationships, and delivering exceptional service in a fast-paced international environment.
Description:
- Provide prompt and professional support to customers using International SOS digital products.
- Investigate, troubleshoot, and resolve customer issues, collaborating with internal teams when needed.
- Manage and prioritize customer requests to ensure timely resolution.
- Support Japanese-speaking customers while contributing to the wider global support team.
- Communicate effectively with customers through email, phone, and other support channels.
- Work closely with Product, Technical, Client Success, and Account Management teams to resolve issues and improve customer satisfaction.
- Maintain accurate case records and documentation.
- Contribute to knowledge sharing, process improvements, and customer experience initiatives.
Requirements:
- Native Japanese and Business English communication skills, both written and spoken.
- Previous experience in customer support, customer service, or another client-facing role.
- Experience supporting software, SaaS, or digital products is highly desirable.
- Strong analytical, troubleshooting, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM or case management systems is an advantage.
- Self-motivated, customer-focused, and collaborative team player.
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