Customer Service Specialist

Introduction

With over a decade of experience in IT and fintech,
Blue Belt

has become a leading software development company, delivering innovative technology solutions to a diverse global clientele. We specialize in developing web, mobile, payment, and blockchain applications that offer seamless user experiences. Headquartered in Tokyo, Japan, with a state-of-the-art Technology Center in Hanoi, Vietnam, Blue Belt operates in more than ten countries, including Japan, Thailand, Indonesia, the Philippines, Malaysia, Taiwan, and Brazil. Our team of over 300 professionals brings a wealth of expertise to drive our global operations.

Role Overview

We are looking for a
Customer Success & Operation (JPN2)

who will take end-to-end ownership of our digital product lifecycle while ensuring seamless customer experience and operational excellence. In this role, you'll work cross-functionally with engineering, business units, and customer service teams to deliver AI-powered solutions that maximize value for users and drive business growth.

Job

Description

1. Customer Service:

• Solve customer inquiries via online ticketing system.
• Professionally resolve customers' questions, submitted to our customer support channels.
• Build and enhance knowledge base/help center via online platform.
• Compile reports for major questions and key CS metrics tracking.
• Operate withdrawal/deposit request.
• Support with system monitoring, reconciling daily financial reports.
• Train other members if needed.

2. Community Management:

• Help customers to stay informed about the company's update through different social media channels.
• Manage day to day outbound communications and track key metrics.
• Maintain communication with moderators to drive our community.
• Create and administer surveys & share results with operation teams.
• Conduct market research to become the market expert of your region, and report for emerging trends and potential opportunities.

3. Localization and Testing:

• Participate in testing platforms as a user and report localization errors and bugs.
• Translate from English to your native language.
• Test translations and new functionalities before an update is released.

4. Sales & Marketing System Operation

• Support to create content writing & video for marketing/sale materials based on basic operation of supporting systems like Canva, Capcut, etc
• Research new technology to integrate into current work and boost team productivity for example using AI tools for creating marketing contents or support operation flows.
• Operate and monitor affiliate or sale management systems.
• Monitor and Reports as a daily/weekly basis to the direct manager.

Requirements

• English proficiency

is a must (~6.5 IELTS). Japanese is equivalent to
JLPT N2
- Proven work experience of
2+ years as a Customer Service Representative

, having experience as the leader in the IT company is a big plus.
- Have experience using ticketing/ email systems such as Zendesk, or other supporting CRM platforms.
- Holding a good understanding about CRM systems is a must for a senior position.
- Having 2-3 years experience of team management is a plus for a senior.
- Having a passion for NFT, Crypto is a plus.
- Can work under minimal supervision.
- Ability to multitask.
- Good at time management.
- Ability to understand a player's concerns or situations easily.
- Ability to handle difficult players in a professional and polite manner.
- Good communication skills.

Remuneration Package:

• Working hours: 9:00 ~ 17:00 (7 hour per day, 5 days per week); Breaking time: 12:00-13:00
• Salary:
  Competitive, guarantee higher than your current salary
• Performance review: 2 times/year
• Premium PVI Insurance Package
• Transportation allowance and free parking included.
• Technical seminars and workshops annually.
• Free snack, coffee, tea available.
• Variety of corporate events: weekly tea-break, monthly birthday parties, quarterly team building to New Year party, company trip etc.
• Friendly, open and fast-paced environment where every idea is welcomed.
• Other benefits as per stated in Vietnamese Labor Law

Contact:

• Email

:

- Phone/Zalo

: My Linh Vu)