Customer Support Representative (Japanese) at Boku

📍 Job Overview

Job Title: Customer Support Representative (Japanese)
Company: Boku Inc.
Location: London, London, City of, United Kingdom
Job Type: On-site
Category: Customer Support
Date Posted: 2025-06-17
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Provide frontline support to customers via phone, chat, and email; handle refunds and disputes; maintain and update knowledge base articles; collaborate with teams to improve customer satisfaction.
Key Skills: Bilingual or multilingual expertise in English and Japanese; excellent communication skills; problem-solving and attention to detail; collaboration and adaptability; strong organizational skills; tech-savvy; regulatory awareness.

📝 Enhancement Note: This role requires a high level of customer interaction and problem-solving skills, making it an excellent entry point for individuals interested in a career in customer support or a related field.

💻 Primary Responsibilities

Frontline Support: Handle Level 1 customer inquiries via phone, chat, and email, providing clear and accurate resolutions. Troubleshoot basic product or service issues as the first course of action.
Refunds & Disputes: Process and approve refund requests in accordance with company policy. Investigate and manage disputes, ensuring compliance with applicable regulations and internal procedures.
Knowledge Base Maintenance: Update and improve internal and external support documentation, including FAQs and troubleshooting guides. Provide feedback to enhance self-service materials based on frequent customer questions and pain points.
Collaboration & Escalations: Liaise with the Product Support teams to escalate complex issues. Work closely with fellow Customer Support Representatives and managers to share best practices and improve the overall customer experience.
Customer Satisfaction & Service Quality: Follow established procedures and service-level agreements (SLAs) to ensure prompt, high-quality support. Communicate recurring customer issues or trends to the customer support manager and proactively contribute recommendations to improve processes or products.
Administrative & Reporting: Maintain accurate records of customer interactions and transactions in the CRM. Contribute to team meetings and provide insights on recurring challenges and inquiries, helping to identify areas for improvement.

📝 Enhancement Note: This role requires a strong focus on customer-centric communication and problem-solving, with a significant portion of time dedicated to handling customer inquiries and troubleshooting issues.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is typically required for this role.

Experience: A minimum of 1 year of experience in a customer-facing or call center environment is essential. Previous experience in payments, e-commerce, or related fields is desirable.

Required Skills:

Fluency in English (verbal and written) and Japanese (verbal and written)
Excellent verbal and written communication skills, capable of empathizing with customers while efficiently resolving issues
Ability to swiftly identify the core issue, conduct basic troubleshooting, and follow detailed procedures accurately, while also demonstrating the capacity for ad-hoc problem-solving to address unique challenges
Comfortable working within a distributed team, sharing insights and escalating issues to the appropriate team member when they require immediate attention, ensuring all details are provided for a timely resolution
Flexible and able to handle shifts in priorities or protocols in a fast-paced environment
Capable of managing multiple inquiries simultaneously, maintaining thorough and accurate records
Ability to work independently and self-motivate to make real-time decisions in a fast-paced, high-volume environment
Excellent multitasking abilities and accountability in handling responsibilities and tasks
Skilled in using CRM software (e.g., Zendesk); ability to quickly learn new tools, systems, and processes

Preferred Skills:

Basic familiarity with industry regulations (GDPR, PSD2) or willingness to learn compliance essentials
Previous exposure to refunds, disputes, or basic troubleshooting processes
Experience updating knowledge base documentation or contributing to process improvements

📝 Enhancement Note: While not explicitly stated, having a background in customer service or a related field is highly desirable for this role. Additionally, while not required, having experience with CRM systems, particularly Zendesk, would be beneficial.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: £20,000 - £25,000 per year (Based on UK entry-level customer support roles and the company's size)

Benefits:

Competitive salary and benefits package
Opportunities for career growth and professional development
A dynamic and international work environment with a diverse team
The chance to work with global brands and make a significant impact on the company's success

Working Hours: 40 hours per week, Monday to Friday, 9:00 AM to 5:00 PM JST (Japan Standard Time)

📝 Enhancement Note: The salary range provided is an estimate based on UK entry-level customer support roles and the company's size. The actual salary may vary based on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech (Financial Technology)

Company Size: Medium-sized (300-999 employees)

Founded: 2008

Team Structure:

Customer Support Team: Responsible for handling customer inquiries, troubleshooting issues, and maintaining customer satisfaction.
Product Support Teams: Collaborate with the Customer Support Team to address complex issues and improve products and services.
Management: Oversee the Customer Support Team's operations, set service-level agreements, and ensure regulatory compliance.

Development Methodology:

Agile/Scrum methodologies for sprint planning and product development
Code review, testing, and quality assurance practices
Deployment strategies, CI/CD pipelines, and server management for web projects

Company Website: Boku Inc.

📝 Enhancement Note: Boku Inc. is a global leader in local mobile-first payments solutions, working with prominent brands such as Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent. The company's culture values diversity, innovation, and a customer-centric approach.

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to intermediate, with opportunities for career progression to senior customer support roles, team leadership, or related positions within the company.

Reporting Structure: Reports directly to the Customer Support Manager or a similar role, depending on the team structure.

Technical Impact: Contributes to maintaining positive customer relationships, ensuring queries are addressed promptly, and driving continuous improvement in customer support processes and products.

Growth Opportunities:

Progression to senior customer support roles, focusing on team leadership, process improvement, or specialized customer support functions
Transition to related roles within the company, such as product support, quality assurance, or project management
Opportunities for professional development, such as training, certifications, or conference attendance

📝 Enhancement Note: Boku Inc. offers a range of growth opportunities for customer support professionals, with the potential to advance to senior roles or transition to related positions within the company.

🌐 Work Environment

Office Type: Modern, collaborative workspace with a focus on customer support and operations.

Office Location(s): London, United Kingdom (Headquarters); San Francisco, United States; and other global offices

Workspace Context:

Collaborative workspace with dedicated customer support areas, including phone, chat, and email support stations
Access to multiple monitors, testing devices, and development tools for knowledge base maintenance and process improvement
Cross-functional collaboration with product support, quality assurance, and other internal teams

Work Schedule: Full-time, Monday to Friday, 9:00 AM to 5:00 PM JST (Japan Standard Time), with flexibility for deployment windows, maintenance, and project deadlines

📝 Enhancement Note: Boku Inc. offers a dynamic and international work environment, with opportunities for collaboration and professional growth. The company's global presence and diverse team provide a unique opportunity for customer support professionals to gain experience working with global brands and making a significant impact on the company's success.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief conversation to assess communication skills, language proficiency, and cultural fit.
In-depth Phone or Video Interview: A more comprehensive discussion to evaluate problem-solving skills, customer-centric communication, and understanding of the role's responsibilities.
Final Interview: A meeting with the hiring manager or a panel of interviewers to assess overall fit, motivation, and career aspirations.

Portfolio Review Tips (N/A)

Technical Challenge Preparation (N/A)

ATS Keywords: Customer support, customer service, customer experience, problem-solving, communication, multilingual, Japanese, English, CRM, Zendesk, agile, scrum, fintech, payments, e-commerce, refunds, disputes, knowledge base, process improvement

📝 Enhancement Note: While this role does not require a technical portfolio or challenge preparation, demonstrating strong communication skills, problem-solving abilities, and a customer-centric mindset is essential for success in the interview process.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge, as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer needs and strive to exceed expectations in every interaction
Empathy & Communication: Actively listen to customers, understand their concerns, and communicate effectively to resolve issues promptly and satisfactorily
Problem-Solving: Demonstrate a proactive approach to identifying and addressing customer issues, with a focus on continuous improvement
Collaboration: Work closely with internal teams to share best practices, improve processes, and enhance the overall customer experience
Adaptability: Embrace change and remain flexible in a fast-paced, high-volume environment

Collaboration Style:

Cross-functional integration between customer support, product support, quality assurance, and other internal teams
Code review culture and peer programming practices for knowledge base maintenance and process improvement
Knowledge sharing, technical mentoring, and continuous learning to drive customer support excellence

📝 Enhancement Note: Boku Inc. fosters a customer-centric culture, emphasizing strong communication, problem-solving, and collaboration skills for customer support professionals.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high volumes of customer inquiries across multiple channels (phone, chat, email) simultaneously
Troubleshooting complex customer issues and escalating them to the appropriate team member or product support team
Maintaining accurate and up-to-date knowledge base articles, ensuring customers have access to accurate, relevant, and timely information
Balancing customer support responsibilities with administrative tasks, such as record-keeping and reporting

Learning & Development Opportunities:

Enhancing customer support skills through training, workshops, and on-the-job coaching
Gaining experience with various customer support tools, systems, and processes
Developing problem-solving and communication skills through real-world customer interactions and case studies
Expanding knowledge of the payments industry, fintech regulations, and emerging technologies

📝 Enhancement Note: Boku Inc. offers a range of technical challenges and learning opportunities for customer support professionals, with the potential to develop a diverse skill set and advance in their career.

💡 Interview Preparation

Technical Questions:

Describe a challenging customer interaction you've handled and how you resolved the issue. What did you learn from the experience?
How do you approach troubleshooting complex customer issues, and what steps do you take to ensure a satisfactory resolution?
Can you provide an example of a time when you identified a recurring customer issue or trend and contributed to process improvement or product enhancement?

Company & Culture Questions:

Why are you interested in working for Boku Inc. in a customer support role?
How do you stay organized and manage your time effectively in a fast-paced, high-volume customer support environment?
How do you maintain a positive and professional demeanor when dealing with difficult or frustrated customers?

Portfolio Presentation Strategy (N/A)

📝 Enhancement Note: While this role does not require a technical portfolio or presentation strategy, demonstrating strong communication skills, problem-solving abilities, and a customer-centric mindset is essential for success in the interview process.

📌 Application Steps

To apply for this customer support representative position:

Submit your application through the application link provided.
Prepare for phone or video screens and interviews by practicing common customer support scenarios, troubleshooting exercises, and behavioral questions.
Research Boku Inc., its products, and the payments industry to demonstrate a strong understanding of the company and its services.
Prepare questions for the interview team to showcase your interest in the role and the company's mission.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Boku Inc. before making application decisions.

Customer Support Representative (Japanese)