Ecommerce & CX Specialist

Job Description MiauMall is looking for a Customer Experience & Ecommerce Operations Specialist to support our international ecommerce business. This role is primarily focused on customer support and customer experience, with additional responsibilities in Shopify product information management and Japanese-to-English localization. You will work directly with international, primarily English-speaking customers, help resolve order and product-related issues, maintain accurate product information on our Shopify store, and localize Japanese content into clear, natural English. We are looking for someone who is customer-focused, detail-oriented, comfortable working independently, and confident communicating in both English and Japanese. ■ Customer Support Operations Respond to customer inquiries across email, website chat, social media, and other support channels. Handle order and shipping-related issues, including missing, damaged, incorrect, or undelivered items, and process appropriate resolutions such as refunds, reshipments, or coupons. Review CS conversations and AI-generated responses to ensure customers receive accurate and appropriate information. ■ Product Information Management and Localization on Shopify Create and maintain accurate product information in Shopify, including product details, categories, pricing, variants, images, and other required data. Review and update product listings, product statuses, preorder settings, and inventory-related information as needed. Research and verify product information using Japanese manufacturer and brand sources. Translate and localize Japanese product information into clear, natural English for international customers. Support the localization of promotional materials, banners, email copy, website/app text, and other ecommerce content. ■ Internal Collaboration Coordinate with internal teams to resolve customer, product, and operational issues when necessary. Working Hours • 9:00 AM - 6:00 PM / 9:30 AM - 6:30 PM / 10:00 AM - 7:00 PM (Choose any of these) • 60-minute break (1:00 PM - 2:00 PM) Job Requirements Required Qualifications  Excellent written English and strong working proficiency in Japanese, particularly reading comprehension.  Strong customer service communication and judgment, including the ability to handle complaints professionally.  Ability to understand Japanese source material and communicate it naturally and accurately in English.  Excellent attention to detail, organization, and accuracy.  Ability to work independently on routine tasks while recognizing when escalation is necessary.  Comfortable using digital tools, ecommerce systems, spreadsheets, and web-based platforms.  Comfortable working in a multicultural and multilingual environment. Preferred Qualifications  Previous experience in customer support, customer experience, or e-commerce operations.  Experience using Shopify or another ecommerce platform.  Experience with product data entry, catalog management, or ecommerce product listings.  Japanese-to-English translation or localization experience.  AI fluency and experience using AI tools effectively and responsibly in day-to-day work.  Experience working with international customers or multicultural teams.  Familiarity with ecommerce SEO or product-content optimization.  Basic or conversational Chinese ability is a plus but not required. English Level Business Conversation Level (TOEIC 735-860) Japanese Level Fluent(JLPT Level 1 or N1) Salary JPY - Japanese Yen JPY 3000K Over Other Salary Description - Monthly salary: ¥260,000 - ¥280,000 Determined based on experience and skills - Bonus (performance-based) - Social insurance - Commuting/Transportation Allowance(Up to 30,000yen/month) Holidays Five-Day Workweek Winter Holiday Paid leave (10 days granted after 6 months of employment) Childcare leave Holidays follow the calendar, but there is a 3-day special leave system (granted on August 1st). This can be used during Christmas, Obon, and Lunar New Year. Job Contract Period Full-time employee (After the 6-month contract period ends) Nearest Station 〒532-0011 大阪府大阪市淀川区西中島3丁目19-13 第2ユヤマビル2階A号室