Customer Support Spanish Speaker
Job Summary
You will provide high-quality customer support in Spanish for a cross-border e-commerce platform. Responsibilities include handling email and chat inquiries, managing customer issues, and developing localized FAQ content. This role requires collaboration with internal departments to ensure seamless service for our global user base.
Responsibilities
- Manage Spanish customer inquiries via email/chat
- Resolve orders, shipping, and refund issues
- Develop and maintain localized FAQ knowledge bases
- Coordinate with logistics, CS, and IT teams
Required Skills
- Native Spanish proficiency
- Business-level Japanese (JLPT N2 equivalent)
- Customer support/interaction experience
- Ability to work in Japan
Job Details
Job Description:
You will be responsible for handling inquiries in Spanish from overseas customers in Spanish-speaking countries such as Spain and the United States who use our cross-border e-commerce service.
Key Responsibilities:
- Handling email/chat inquiries in Spanish (orders, shipping, refunds, troubleshooting, etc.)
- Escalating customer complaints and issues
- Developing customer FAQs/knowledge bases (localized in Spanish)
- Collaborating and sharing information with internal departments (logistics, CS, IT)
- The selection process will include a practical test on "how to answer customer questions."
Working Hours:
- Standard working hours: 9:15 AM to 6:15 PM (8 hours of work/1 hour break)
- Flexible working hours: Start time can be selected between 7:00 AM and 10:00 AM, with a maximum of 2 hours of break per day.
- *Standard working hours apply during the approximately 2-month training period after joining the company.
Job Requirements:
Required Skills:
- Native-level or equivalent Spanish proficiency
- Practical experience in customer support or customer interaction (B2C/B2B acceptable)
- Customer interaction, especially in the hotel or IT industry
- Email communication experience is a plus
- Japanese: JLPT N2 level equivalent (exam pass not required; fluency is sufficient)
- Currently residing in Japan or able to work in Japan without issues
Preferred Skills:
- Customer service experience in the IT industry / Customer interaction experience in cross-border e-commerce
- Multilingual skills (French + English, etc.)
- Experience using help desk tools (Zendesk, etc.)
- Knowledge base development / FAQ writing experience
Salary & Benefits:
- Monthly salary of ¥260,000 to ¥280,000 (determined based on experience and ability)
- Bonus twice a year (June/December)
- Salary increase once a year
- 3-month probationary period
- Comprehensive social insurance (workers' compensation, employment insurance, health insurance, pension)
- Commuting allowance (up to ¥30,000 per month)
- Overtime pay calculated per hour
- Business casual attire
- Job-specific/hierarchical training programs
- Japanese/English lessons
- Free drinks (coffee, tea, etc.)
Holidays:
- Complete two-day weekend (Saturday and Sunday)
- Year-end and New Year holidays (4 days)
- Paid leave (26 days in the first year)
- Bereavement leave / Maternity leave / Childcare leave / Personal leave
*Work required on public holidays except for year-end and New Year holidays