Japanese Speaker

Responsibilities:

The Customer Support Representative Japanese N1/N2 plays a critical role in delivering high-quality service to customers across Japanese and English communication channels. This position is responsible for managing inbound and outbound inquiries via email, chat, and phone, providing accurate information on products, services, and policies, and resolving customer concerns with empathy and efficiency. The role requires strong language proficiency, attention to detail, and the ability to collaborate across departments to ensure seamless service delivery. Additional responsibilities include documenting interactions in the CRM system, translating basic documents, and contributing to process improvements through customer insights. This role supports the company's commitment to excellence in customer experience and operational effectiveness.

Customer Service & Medical Assistance

• Handle inbound and outbound customer inquiries via email, chat, and phone in both Japanese and English.
• Provide accurate and timely information on products, services, policies, procedures, and claims-related matters.
• Ensure professional and empathetic communication at all times, particularly when assisting customers in medical or emergency situations.
• Translate and interpret documents, invoices, and communications between Japanese and English when required.

Claims & Case Management

• Assist customers with claims filing, documentation requirements, and claims-related inquiries, ensuring accuracy and completeness of submissions.
• Coordinate with hospitals, clinics, and medical providers to verify treatment details, costs, and eligibility of claims.
• Monitor ongoing medical cases, ensuring timely updates are communicated to clients, insurers, and stakeholders.
• Track claim progress and follow up with providers, insurers, or internal teams to ensure timely resolution.

Documentation & Reporting

• Record all customer interactions, case updates, feedback, and resolutions in the CRM and claims systems.
• Maintain accurate logs of medical assistance requests, treatment approvals, and claims outcomes for audit and compliance.
• Prepare case summaries and reports to support continuous improvement and decision-making.

Collaboration & Coordination

• Work closely with cross-functional teams (Operations, Medical Network, Finance, Sales, IT, HR) to ensure seamless service delivery.
• Coordinate with medical providers, insurance companies, and internal stakeholders to validate information and resolve disputes.
• Support case escalations during emergencies, ensuring effective communication between clients, providers, and insurers.

Continuous Improvement & Compliance

• Maintain strong knowledge of company offerings, service processes, policies and claims procedures.
• Adhere to company policies, regulatory requirements, and service levels (SLAs).
• Contribute to process improvements by sharing customer insights and suggesting enhancements.
• Participate in training, workshops, and knowledge-sharing initiatives to build skills and improve service delivery.

Qualifications

Education & Experience

• Bachelor's degree in Business, Communications, or related field preferred.
• JLPT N1 or N2 certification (or equivalent Japanese language proficiency).
• Minimum of 1-2 years experience in customer service, BPO, or client support environment.

Knowledge and Skills:

• Strong written and verbal communication skills in both Japanese and English.
• Familiarity with CRM platforms and support ticketing systems (e.g., Zendesk, Salesforce, HubSpot) is an advantage.
• Ability to handle multiple priorities under pressure while maintaining attention to detail.
• Strong problem-solving, empathy, and interpersonal skills.

Availability:

· Must be available to work flexible hours as needed.

· Must be able to work onsite in our Makati Head Office

· Ability to handle confidential information with discretion.