Customer Support

Company Overview
Membr is an innovative and fast-growing global provider of gym software. We are dedicated to our vision of motivating, educating and inspiring individuals to a healthier lifestyle through the use of our "member-centric" fitness software. We are currently recruiting a Customer Support Agent to join our team in Tokyo and help deliver and maintain excellent customer service as we expand.

Job Description
Customer experience is at the heart of what we do, and in line with our company values we want to ensure our customers always feel valued and supported. You will be responsible for replying to customer queries, investigating any problems, and escalating queries through the correct channels where appropriate. Ensuring that more complex client issues are followed up and resolved in a timely manner is key, therefore you must have the ability to work under pressure, stay organised, and have a drive for action and outcomes.

Your key responsibilities will be as follows:

● Managing the support system by responding to online ticket requests
● Ensure support SLA's are met
● Escalating scenarios if required
● Working with customers to gather information
● Investigate and test scenarios on the product
● Offer guidance on using the product, via phone or email

Requirements
YOUR BACKGROUND
You have a genuine passion for customer service, and are both proactive and solution driven. You will have related experience, and work well both independently and as part of a team. The ideal candidate is adaptable, good at problem solving, and proficient working with software.

ESSENTIAL SKILLS/EXPERIENCE
● Ability to approach problems logically
● Genuine passion for customer service
● Action oriented and self-disciplined
● Ability to effectively prioritise work to ensure SLA's are met
● Excellent capability for determining customer needs and providing appropriate solutions
● Previous experience working within SAAS VMS in customer support
● Previous relevant experience working within customer service

Additional Job Information
DESIRABLE SKILLS/EXPERIENCE
● Health Club/Fitness Industry experience
● Japanese and English language proficiency

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