Customer Service Representative

How you will impact the organization…

We are looking for someone who will provide an excellent customer experience to all of our customers.  Enthusiasm, passion and energy are critical attributes for the position.  Prior experience in a call center environment is not required, but customer service background and experience is essential.

The successful candidate will be responsible for dealing with existing and future eFax & Jconnect customers and will answer inquiries by phone and e-mail on topics such as login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support.

The value you will deliver…

• Support customers efficiently, accurately and in a professional manner by phone and email.
• Verify newly signed up accounts to activate based on compliance with geo-compliance regulations. 
• Ensure that an amazing customer service is provided and escalate any issues or complaints.
• Responsible for retaining existing customers that are calling/emailing to cancel their service.  
• Communicate and follow up with customers regarding their account inquiries raised.
• Develop & maintain knowledge of the company’s products, services, policies and procedures.
• Contact customers from time to time to collect payment or update their payment methods.
• Report accurately on calls inbound & outbound, log and track details on company systems.
• Ability to learn and utilize information to assist and help you solve customer problems.
• Provide regular feedback (suggestions and improvements) to the team supervisor.
• The candidate must be Bi-lingual (verbal and written) in both Japanese & English.
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.

What you will bring to the table…

• 1+ year minimum experience in a customer service background preferred.
• Previous customer service experience is a must (call center experience is an advantage).
• PC proficiency; Knowledge of MS Word, Excel and Outlook (basic working knowledge)
• Previous customer service experience is a must (call center experience is an advantage).
• Excellent communication skills (oral and written) in both Japanese and English (Fluent).
• Must be enthusiastic, friendly, professional, polite, and have a great attitude.
• Great soft skills – empathy, patience, being calm, positive, active listener etc.
• Strong attention to detail, follow up skills and ability to multi-task.
• PC proficiency; Knowledge of MS Word, Excel and Outlook.
• Ability to work both independently and as part of a team.
• Must have reliable internet (partial reimbursement is available)

You will stand out if you also have…

• Excellent communication skills (oral and written) in both Japanese and English (Fluent).
• Must be enthusiastic, friendly, professional, polite, and have a great attitude.
• Great soft skills – empathy, patience, being calm, positive, active listener etc.

Additional details…

• Location requirements: Fully remote within the U.S. 
• Operating hours are from Sunday – Thursday, 4pm to 1am (Pacific Daylight Time / PDT)- March through November and 3pm to 12am (Pacific Standard Time / PST) November through March. This role will observe Japanese Calendar & Holidays.
• Travel requirements: No travel required 
• Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
• Technology requirements: Reliable, high speed internet
• Eligible for sponsorship: No

The salary range for this role is $22.00 - $24.00 USD hourly.  The total compensation package for this position is negotiable and may also include [annual performance bonus, ESPP, enhanced time off packages and benefits.]