Customer Support Analyst - Japanese Speaker

As a Customer Support Analyst - Japanese Speaker, you will demonstrate a unique combination of people skills and tech savvy as you will be speaking/messaging/emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It's a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.✅ Your mission, should you choose to accept it:

• Develop an in-depth understanding of Mews' solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products
• Provide exceptional support for customers on technical issues via messaging, email and phone
• Consult with customers proactively on ways to improve usage and efficiency
• Become familiar with all integrated partner solutions to ensure that we match up the best-connected solutions based on customer needs
• Build and retain rapport with appointed “Mews person” at customer sites
• Maintain thorough customer documentation
• Continuously improve internal knowledge base

🤝️ You'll be a great fit if you bring a few of the below with you:

• Fluent/Native Japanese & English Speaker
• Higher Education preferably in Hotel Management / IT / Business
• Professional experience in Customer Support
• Experience in hotel operations
• Ability to take feedback, learn quickly and adapt to new situations
• Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels
• Full right to live and work as permanent resident in Australia
• Willingness to work in shifts as we support our customers around the globe 24/7

📝 A couple of points worth noting;

• Shift Pattern - Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team which makes things easier to manage, but typically the team work 5 days a week on a rota with 8 hour shifts between 6am to 5pm local time. You could typically work 1 to 2 weekend shifts a month, but would get days off during the week when this happens - you typically get at least 2 weeks advance notice of your shifts.
• Interview Process - There are a few stages which hopefully ensures that this role and Mews are right for you and you are right for the role and Mews. Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with Senior Manager from Team
• Salary - 67k AUD per annum gross + benefits (more detail below)