Customer Service (JLPT N2) - Salary

With over a decade of experience in IT and fintech, Blue Belt has become a leading software development company, delivering innovative technology solutions to a diverse global clientele. We specialize in developing web, mobile, payment, and blockchain applications that offer seamless user experiences. Headquartered in Tokyo, Japan, with a state-of-the-art Technology Center in Hanoi, Vietnam, Blue Belt operates in more than ten countries, including Japan, Thailand, Indonesia, the Philippines, Malaysia, Taiwan, and Brazil. Our team of over 300 professionals brings a wealth of expertise to drive our global operations.
Role Overview
We are looking for a Customer Service & Operation who will take end-to-end ownership of our digital product lifecycle while ensuring seamless customer experience and operational excellence. In this role, you'll work cross-functionally with engineering, business units, and customer service teams to deliver AI-powered solutions that maximize value for users and drive business growth.
Job Description
1. Customer Service:
• Solve customer inquiries via online ticketing system.
• Professionally resolve customers' questions, submitted to our customer support channels.
• Build and enhance knowledge base/help center via online platform.
• Compile reports for major questions and key CS metrics tracking.
• Operate withdrawal/deposit request.
• Support with system monitoring, reconciling daily financial reports.
• Train other members if needed.
2. Community Management:
• Help customers to stay informed about the company's update through different social media channels.
• Manage day to day outbound communications and track key metrics.
• Maintain communication with moderators to drive our community.
• Create and administer surveys & share results with operation teams.
• Conduct market research to become the market expert of your region, and report for emerging trends and potential opportunities.
3. Localization and Testing:
• Participate in testing platforms as a user and report localization errors and bugs.
• Translate from English to your native language.
• Test translations and new functionalities before an update is released.
4. Sales & Marketing System Operation
• Support to create content writing & video for marketing/sale materials based on basic operation of supporting systems like Canva, Capcut, etc
• Research new technology to integrate into current work and boost team productivity for example using AI tools for creating marketing contents or support operation flows.
• Operate and monitor affiliate or sale management systems.
• Monitor and Reports as a daily/weekly basis to the direct manager.