About the role
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
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JLPT N2 or N1 certification, with practical experience communicating directly with Japanese-speaking customers or business partners
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Strong written and spoken Japanese communication skills, with the ability to handle business correspondence professionally
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Proven ability to assess situations, identify solutions, and manage customer concerns effectively
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Customer-oriented approach with excellent interpersonal and relationship-building skills
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Detail-oriented and proactive approach, with the ability to manage multiple priorities in a fast-paced environment
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Ability to work independently while maintaining strong teamwork and collaboration
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Comfortable handling urgent requests and responding efficiently under pressure
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Preferred qualifications:
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Previous experience living, studying, or working in Japan
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Business Japanese Proficiency Test (BJT) certification will be an advantage
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Background in customer support, client services, account coordination, or sales support for Japanese-speaking customers
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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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