Customer Service Agent - Loyalty Programs (Japanese & English)

We’re looking for a bilingual (Japanese and English) Loyalty Member Service Desk Agent to support our loyalty program participants. You’ll work closely with the Head of Member Service Desk to deliver prompt, professional, and helpful responses to our loyalty program member queries. This role is critical in maintaining trust and satisfaction in our programs.
 

Your Key Responsibilities:

• Respond to loyalty program member enquiries via email (in Japanese and English).
• Troubleshoot and resolve issues related to rewards, member accounts, and technical problems using our platform.
• Communicate clear and accurate instructions to help members resolve their concerns.
• Maintain service standards by replying within agreed SLA timeframes.
• Understand program rules and reward details to provide correct information.
• Keep up to date with program updates and client-specific campaign details.
• Work with internal teams if issues need escalation.
• Perform other tasks as required to support the service team.

Requirements:

• Must be Fluent in Japanese and English (spoken and written).
• Strong communication and problem-solving skills.
• Experience in customer service, preferably in loyalty programs or digital platforms.
• Good attention to detail and ability to multitask.
• Comfortable using Excel and other business tools.
• Professional, reliable, and willing to learn.

Why join us?

• You’ll be part of a global team helping us deliver world-class service in exciting reward and loyalty programs 

Contract