Customer Support Agent

About the Role: Customer Support Agent

As a Customer Support Agent at 5CA, you will be an integral part of a large international team, providing exceptional customer service for multinational Consumer electronics and E-commerce companies. You will be on the front line, engaging with customers across various channels including email, live chat, social media, and phone. Your primary responsibility will be calmly troubleshooting their issues and offering vital assistance when they need it most. You will also benefit from assisted training programs designed to enhance your skills and ensure you provide the best possible support for our clients and their customers.

Who You Are

• You speak Japanese and English at an advanced level.
• You are interested in E-commerce, consumer electronics, and customer satisfaction.
• You are always open to working with new technologies and products.
• You are a fast learner, take initiative, and excel at troubleshooting.
• You have a dedicated, quiet workspace located within your residence.
• (Optional) Experience in a customer service environment is a plus.

Technical Requirements

• A minimum internet speed of 15 Mb/s download and 15 Mb/s upload with Latency <120 ms, internationally.
• A minimum of 8 GB RAM.
• Windows 11 (All editions except Windows S Mode), or macOS 13.0 or newer.
• An Intel Core i5-8260U or better.
• An Integrated Graphics card.
• A smartphone usable for two-factor authentication that runs at least: Android 10.0 or newer or Apple iOS 16.0 or newer.

What We Offer

• The flexibility to work 100% remotely with no wasted commute time and travel costs.
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.
• A casual, diverse, and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.
• Innovative digital tools and comprehensive training, with access to our library of online training courses.
• Various learning and career development initiatives throughout the year.
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.

About 5CA

We are a remote-first CX company working with passionate agents worldwide. Founded in 1998, we represent some of the biggest names in gaming and tech and level up their customer and player experience. Our community is full of digital natives and gamers that troubleshoot with care for the brands they love, from home, in their languages. We work with people from all cultures and backgrounds and champion diversity and inclusion in all we do.

By sending your application, you understand that your data will be stored in our recruitment database. Your data will be held and used by 5CA primarily for the purposes of considering your application and your suitability for employment with us and will generally be kept for one year, unless we need to keep your data longer.

Key skills/competency

• Customer Service
• Japanese Language
• English Language
• Troubleshooting
• E-commerce Support
• Consumer Electronics
• Live Chat Support
• Email Communication
• Social Media Engagement
• Problem Solving