Callnovo - Japanese-English Bilingual Customer Support Specialist

Company: Callnovo

Job Title: Japanese-English Bilingual Customer Support Specialist

Project: Smart Home Products

Employment Type: Full-time

Work Setup: Remote

Location: Japan (Osaka and nearby candidate markets)

Working Hours: Monday to Friday, 9:00 AM - 6:00 PM Japan Time

Job Overview:
Callnovo is seeking a Japanese-English Bilingual Customer Support Specialist to provide remote support for smart home products. The specialist will assist customers with product inquiries, order and account questions, after-sales support, and basic troubleshooting for smart home devices.

Key Responsibilities:
- Handle customer inquiries via phone calls, email, live chat, and ticketing systems.
- Support customers with questions related to products, orders, accounts, logistics, and after-sales services.
- Provide basic troubleshooting for smart home products such as smart locks, cameras, routers, and similar network devices.
- Escalate complex technical issues to the appropriate team when necessary.
- Record customer issues and resolutions clearly in the support system.
- Maintain a high level of customer satisfaction and professional communication.

Requirements:
- Professional or near-fluent proficiency in Japanese, both written and spoken.
- English proficiency for internal communication.
- Minimum of 2 years of customer service experience.
- Availability to work Monday to Friday, 9:00 AM - 6:00 PM Japan Time.
- Ability to work independently in a remote environment.
- Strong customer-oriented mindset and communication skills.

Preferred Qualifications:
- Experience in technical support.
- Familiarity with smart home products such as smart locks, cameras, routers, or similar devices.