Remote VIP Customer Support

Job Description: As part of the Premium Support team for a globally renowned foreign-owned vacation rental service, you will provide highly personalized customer support to VIP/high-value guests. • Concierge-style guest support for premium clients • Multi-channel support via phone, email, and chat • Rapid and accurate problem resolution in case of issues • Proactive support anticipating customer needs • Handling high-impact and complex cases such as reservations, cancellations, refunds, compensation, and troubleshooting • English communication with internal and external parties as needed Working Hours: 8 hours of actual work between 8:00 PM and 9:00 AM (5 days a week, including weekends and holidays) Job Requirements: • Native-level Japanese (N1 or higher) • Business-level English (CEFER B2 or higher) • Basic Microsoft Office skills • High-quality concierge-style customer support skills • Accurate and appropriate problem-solving skills depending on the situation • Ability to anticipate and understand customer feelings and needs • Sophisticated language expression and communication skills appropriate to the situation • Business etiquette suitable for VIP and high-profile customer service • High awareness of privacy and information management • Ability to maintain organizational order by adhering to reporting lines • 3+ years of experience in multi-channel (phone, email, chat) customer support • Experience handling VIP/high-value/high-profile customers • Experience working in the hospitality industry (hotels, travel, airlines, etc.) or the Tech/Platform industry • CRM systems, Google Workspace Experience using the service for business purposes, etc. • Possesses a hospitable spirit and can act flexibly and positively. • Can respond calmly and empathetically even in high-pressure situations. • Has meticulous attention to detail and accuracy. • Can approach work with sincerity and a professional attitude. • Has a positive mindset and a strong passion for providing service. Benefits: • Monthly salary: ¥400,000 (including night shift allowance) • Salary increase available (according to project regulations) • Overtime pay (fully paid) • Comprehensive social insurance (health insurance, employee pension, employment insurance, workers' compensation insurance) • Annual salary increase • Employee referral program (bonus awarded) • Free English learning program • ANPIC safety confirmation system implemented • Full-time employee promotion system • Continued service bonus system • Health checkup (half-day paid leave provided) • Flexible dress code/hairstyle and hair color • Online and offline events held regularly Holidays: Two days off per week (shift system/8-9 days off per month). Paid leave, maternity leave, childcare leave, nursing care leave, special leave for marriage, bereavement, nursing care, menstrual leave, etc.