Customer Service (Japanese bilingual)

Overview

CACTUS is a remote-first organization, and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events.

Join our dynamic Customer Service team of over 100 passionate advocates from more than 7 diverse nationalities and cultures! We seamlessly work across locations and time zones, leveraging our deep local knowledge, understanding of customer preferences, and unwavering passion to create delightful customer experiences at every interaction.

We offer services such as academic editing, translation, publication support, and transcription, serving a diverse clientele of researchers, university professors, doctors, and other academicians.

Please Note: This role is a 12 month contract and may require you to work in rotational shifts. In case of weekend and national holiday shift, you will be compensated with a compensatory off.

Responsibilities

• Engage with Japanese Customers: Handle service inquiries from Japanese customers, guiding and explaining Editage services in Japanese with clarity and enthusiasm.
• Dynamic Customer Interaction: Connect with customers from Japan via calls (both incoming and outbound) and emails to assist with troubleshooting, investigate issues, and promote/sell our services.
• Professional Communication: Use honorific forms and business Japanese in both email and call communications to maintain professionalism and respect.
• Seize Business Opportunities: Send quotations and ensure every client request is transformed into a business opportunity. Achieve sales KPIs through follow-up calls and conversions.
• Efficient Coordination: Deliver all customer requirements accurately and promptly in English to the relevant team, ensuring swift and effective solutions, and vice versa.
• Customer Insight: Understand customer opinions and trends through conversations and share valuable insights with relevant teams.
• Build Positive Relationships: Foster strong work relationships with customers to enhance the reputation and public perception of CACTUS.
• Translation Support: Assist other team members with Japanese to English, or English to Japanese translations as needed.
• One-Point Contact: Be the go-to person for all customer queries, sending quotations, job confirmations, and delivering completed jobs accurately and efficiently.

Qualifications And Prerequisites

• Bachelor's degree in any subject.
• Japanese nationals currently residing in India with a valid OCI, or candidates possessing Japanese language proficiency certified at JLPT N1 or, those who attempted the N1 level exam.
• Excellent Japanese speaking, writing, and comprehension skills.
• 4+ years of experience in customer service or a related role which uses Japanese language expertise.

Application Process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, you will have two interview rounds and an assessment round.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.