Merchant Services & Customer Experience (Japanese Speaking)

_{29th May, 2026}

[Job ID: 1625206]

Job Summary:
Support customer service operations and merchant engagement while acting as a key liaison with Tokyo Headquarters to enhance service efficiency and business growth.

Responsibilities:

• Manage customer inquiries across digital and phone channels with professionalism and efficiency.
• Resolve escalated customer issues by analysing complex data and providing timely, accurate solutions.
• Maintain accurate and up-to-date records of all customer interactions in accordance with internal protocols.
• Coordinate customer service operations to achieve team performance and service quality targets.
• Conduct merchant research to identify partnership opportunities and drive transaction growth.
• Work closely with merchants to develop and execute promotional campaigns and special offers.
• Act as the main operational and linguistic liaison between local teams and Tokyo Headquarters.
• Translate business proposals, campaign materials, and operational documentation into Japanese.
• Facilitate clear and timely communication of service updates to internal and external stakeholders.

Requirements:

• Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
• Experience in the hospitality or tourism industry with a strong understanding of traveller needs and consumer behaviour.
• Proven ability to understand individual customer requirements and deliver tailored solutions.
• Proficiency in intermediate IT applications with strong negotiation and interpersonal communication skills.

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EA Personnel Name: Kota Baba
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