Multilingual Customer Support
Job Summary
You will be responsible for handling customer inquiries in Portuguese for a cross-border e-commerce platform. The role involves managing emails and chats, resolving customer issues, and developing localized FAQ content. You will collaborate with internal teams to ensure high-quality service across global operations.
Responsibilities
- Manage customer inquiries via email/chat in Portuguese
- Resolve orders, shipping, and refund issues
- Develop and localize FAQ and knowledge base content
- Collaborate with internal logistics and IT departments
Required Skills
- Native Portuguese
- Business Japanese (N2+) and English
- Customer support/CS experience
- Familiarity with help desk tools (e.g., Zendesk)
- Basic HTML knowledge
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 (localized into Portuguese)
- Collaborating and sharing information with internal departments (logistics, CS, IT)
Working Hours
- 9:15 AM - 6:15 PM (8 hours of work/1 hour break)
- Flexible working hours available (Start time between 7:00 AM and 10:00 AM. Up to 2 hours of break per day.)
- Standard working hours apply during the 2-month training period.
Job Requirements
- Portuguese: Native level
- Japanese: Business level (N2 level or higher)
- English: Business level
- Work experience in Japan (1 year or more)
- Practical experience in customer support or customer interaction (B2C/B2B)
- Basic HTML knowledge
- Experience using help desk tools (Zendesk, etc.)
- Knowledge base development / FAQ writing experience
Salary Details
- Expected annual salary: 3.5 to 4 million yen (determined by experience)
- Monthly salary: 270,000 to 290,000 yen
- Bonus: Twice a year (June and December)
- Salary increase: Once a year
- Overtime pay (calculated in 1-minute increments)
- Transportation allowance (up to 30,000 yen per month)
Benefits
- Comprehensive social insurance
- Relocation allowance: Up to 100,000 yen for those relocating from outside the Kansai region
- Support for obtaining qualifications
- Business casual dress code
- Training system available
- Japanese/English lessons available
- Company club activities and monthly events
Holidays
- 5-day work week (shift system)
- Year-end and New Year holidays (4 days)
- Paid leave (26 days granted from the first year)
- Bereavement, Maternity, Childcare, Menstrual, and Personal leave
Contract Period
- Full-time employment (Probationary period: 3 months)