Job Description
MUST BE LOCATED IN HAWAII
Insight Global is looking for a dedicated and customer-focused Bilingual Service Agent (Japanese/English) to join our client's remote support team, specializing in innovative drinkware and outdoor gear, with a strong emphasis on design, sustainability, and performance. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping others, and is fluent in both Japanese and English. As a key member of this support team, you will be responsible for delivering exceptional service across multiple communication channels, including phone, email, and chat. Your primary duties will include responding to customer inquiries, providing accurate information about our products, services, and policies, and resolving issues with empathy and efficiency. You will also be expected to document interactions, escalate complex cases when necessary, and collaborate with internal teams to ensure seamless support. Maintaining performance metrics such as response time, resolution rate, and customer satisfaction will be essential to your success in this role.
Required Skills & Experience
• Fluent in Japanese and English (spoken and written)
• 3-5 years of customer service experience (remote experience preferred)
• Strong communication and problem-solving skills
• Comfortable working independently and managing time effectively
• Tech-savvy with proficiency in CRM systems and support platforms
• Must be available to work the 4 p.m. to 1 a.m. PT shift, including weekends or holidays as needed
Nice to Have Skills & Experience
• Experience supporting Japanese customers or working in a bilingual environment
• Familiarity with e-commerce, SaaS, or tech support
• Knowledge of cultural nuances in Japanese customer service
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