Job Description

We are looking for an experienced and proactive Merchant Support Agent to join our team in Japan (US/IL/Aus). In this role, you will be responsible for delivering swift and efficient service to both merchants and end customers. 

Key Responsibilities:

• Front-line service to merchants(B2B) and end customers (B2C), handling client-facing calls and inquiries with professionalism and efficiency 
• Onboarding and training merchants on Global-e's internal platforms 
• Troubleshoot basic technical issues related to merchant accounts, platforms, and transactions. This includes basic troubleshooting of software or hardware issues and guiding clients through simple technical solutions 
• Ensure that KPIs and daily tasks are completed to a high standard 
• Maintain set SLAs, identifying and escalating issues as needed 
• Collaborate with leadership to develop and implement service improvements and best practice procedures 
• Identify and investigate recurring issues, contributing to finding root causes and implementing effective solutions
• Assist in evaluating and improving the service provided to both internal teams and clients 
• Escalation Handling – Key escalation point of contact for complex issues 
• Customer-Facing Responsibilities – Maintains direct interaction with merchants and end customers, handling complex inquiries, solving basic technical issues, resolving high-priority issues, and ensuring an excellent customer experience 

REQUIREMENTS

• Previous experience in a client-facing role with a focus on delivering exceptional service. 
• Strong problem-solving and analytical skills, with a track record of resolving client issues and enhancing service delivery. 
• Basic technical support experience or familiarity with troubleshooting technical issues is preferred. 
• Ability to work collaboratively with team members and leaders to identify challenges and implement improvements. 
• Must be based in Japan, no sponsorship available. (or Melbourne/ATL.LA,IL)
• Excellent Japanese and English communication skills, both written and spoken. 
• A can-do attitude, able to handle a high-volume workload with accuracy and efficiency. 
• Teamwork-oriented. 

This is a full-time position, Monday to Friday, with hybrid working arrangements. The role will require you to be in the Tokyo office 3 days a week. 

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