Portuguese Customer Support
Job Summary
You will provide high-quality customer support in Portuguese for an international cross-border e-commerce platform. Responsibilities include handling inquiries via email and chat, managing customer issues, and developing localized FAQs. This role requires collaboration with internal teams to ensure a seamless service experience for global customers.
Responsibilities
- Manage Portuguese email and chat customer inquiries.
- Resolve orders, shipping, and refund issues.
- Create and update localized FAQ and knowledge base content.
- Collaborate with logistics, CS, and IT internal teams.
Required Skills
- Native Portuguese proficiency.
- Business-level Japanese (JLPT N2 equivalent).
- Customer support experience (B2C/B2B).
- Ability to work in Japan.
- Experience with help desk tools like Zendesk.
Job Details
Job Description:
- Handling email/chat inquiries in Portuguese (orders, shipping, refunds, troubleshooting, etc.)
- Escalating customer complaints and issues
- Developing customer FAQs/knowledge bases
- 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:
- Native-level or equivalent Portuguese 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 (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
Benefits:
- Monthly salary of ¥260,000 to ¥280,000
- Bonus twice a year (June/December)
- Salary increase once a year
- 3-month probationary period
- Comprehensive social insurance
- Commuting allowance (up to ¥30,000 per month)
- Overtime pay calculated per hour
- Business casual attire
- Job-specific/hierarchical training programs
- Japanese/English lessons
- Company club activities and monthly events
- Free drinks
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