The Customer Support Executive - Japanese Speaker role, based in Hanoi, serves as the primary contact for Japanese-speaking customers using the company’s platform and services. The position provides guidance, investigates reported issues, and works with internal teams to deliver timely solutions and a smooth user experience.
Responsibilities
Act as the primary contact for Japanese-speaking customers, responding to enquiries and support requests by phone, email, and online communication channels
Provide clear guidance and troubleshooting assistance to help users navigate and utilise the company’s platform and services effectively
Investigate customer-reported issues, identify root causes, and deliver timely solutions to maintain a smooth user experience
Work closely with internal teams, including Technical Support and Business Operations, to resolve system-related concerns and service requests
Escalate complex cases when necessary and monitor progress until issues are fully addressed
Support collaboration with the Japan-based team and assist with operational tasks assigned by management
Maintain accurate records of customer interactions and contribute to continuous service improvement initiatives
Requirements
JLPT N2 or N1 certification, with practical experience communicating directly with Japanese-speaking customers or business partners
Strong written and spoken Japanese communication skills, with the ability to handle business correspondence professionally
Proven ability to assess situations, identify solutions, and manage customer concerns effectively
Customer-oriented approach with excellent interpersonal and relationship-building skills
Detail-oriented and proactive approach, with the ability to manage multiple priorities in a fast-paced environment
Ability to work independently while maintaining strong teamwork and collaboration
Comfortable handling urgent requests and responding efficiently under pressure
Preferred qualifications:
Previous experience living, studying, or working in Japan
Business Japanese Proficiency Test (BJT) certification will be an advantage
Background in customer support, client services, account coordination, or sales support for Japanese-speaking customers
Experience supporting users through email, telephone, and digital communication platforms
Benefits
Attractive salary and comprehensive benefits package
Performance-based bonuses and annual salary review
Premium healthcare and social insurance benefits in accordance with company policy
Professional working environment with exposure to Japanese business culture
Opportunities for career growth and continuous learning
Friendly and collaborative international team environment
Training and development programmes to enhance language and professional skills
Annual leave and company benefits in accordance with internal regulations
About the company
A leading healthcare technology company develops digital solutions that support healthcare services and improve the user experience. Its technology helps healthcare organisations modernise operations and communication through digital platforms.
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