Customer Care Analyst

Customer Care Analyst (Bilingual-Japanese & English, APAC Support)
Summary
Accuris is seeking a bilingual Customer Care Analyst fluent in Japanese and English to support our Japanese and broader APAC customer base. This role is responsible for handling customer inquiries via phone, email, and chat, assisting with account access and entitlements, general product questions, basic billing and invoicing, and order placement. Additionally, this role will help translate and collaborate across various Accuris teams to ensure seamless support for our Japanese customers. The position is primarily remote, with occasional office visits as needed.
General Job Duties

• Provide customer support in both Japanese and English via phone, email, and chat.
• Support customers across the APAC region, ensuring a seamless service experience.
• Assist with Japanese-English translation to facilitate communication between customers and internal teams.
• Work cross-functionally with Technical Support, Sales, Product Management, and other Accuris teams to advocate for Japanese customer needs.
• Resolve basic customer inquiries related to access, entitlements, billing, invoicing, and product usage.
• Gather relevant information and escalate complex issues to the appropriate teams as necessary.
• Utilize Accuris Customer Care systems to document, manage, and resolve inquiries efficiently.

Specific Job Duties

• Work within a collaborative team environment under general supervision.
• Make limited independent decisions, following clearly defined policies and procedures.
• Handle a variety of basic internal and external customer queries across multiple products.
• Develop a deeper knowledge of one or more product areas.
• Maintain broad knowledge of internal customer-facing processes and procedures.

Required Qualifications
Education

• Completion of secondary/high school or equivalent.

Experience

• 1-2 years of experience in a customer care role.

Language Skills

• Fluent in Japanese (spoken and written).
• Proficient in English (business level).
• Experience in Japanese-English translation is a strong asset.
• Additional language skills relevant to the APAC region (e.g., Mandarin, Korean) are a plus.

Other Skills & Competencies

• Experience in a support desk environment or high-volume inbound/outbound call center is a plus.
• Strong problem-solving skills with the ability to troubleshoot customer issues effectively.
• Highly organized and detail-oriented, capable of managing multiple tasks in a fast-paced environment.
• Strong verbal and written communication skills.
• Proficiency in web navigation and Microsoft Office applications.
• Experience using Teams software and customer relationship management (CRM) tools is an asset.

Physical Requirements

• Ability to perform general office tasks as needed.