Customer Service Coordinator

Japanese Bilingual Customer Service RepresentativeLocation: Torrance, CA (Hybrid, once a week onsite) Hours: 9:00am–6:00pm (±120 min flexibility) Classification: Non-Exempt, Full-Time, Direct-HirePosition Summary: We are seeking a Japanese Bilingual Customer Service professional to join a well-established professional services company. This hybrid position, with one day per week in the office, is ideal for someone who is proactive, organized, and able to work independently in a remote environment. More specifically, the ideal candidate will be someone who can understand each customer's situation, identify what needs to be done, and clearly determine the next steps to resolve each issue. They should be persistent with follow-ups, especially when it is difficult to reach an external contact or obtain the information needed, and be able to keep track of each case's status and next steps until the issue is resolved. Strong coordination and communication skills are also important, as the person will work with customers, external partners, and internal teams to gather information, resolve issues, and keep each case moving forward. We would also like someone who does not simply wait for instructions, but takes ownership of their cases, prioritizes follow-ups, and proactively looks for the next action needed to move each issue forward. Comprehensive training will be provided, and the company supports employees in obtaining industry-related certifications for career growth.Key Responsibilities:Act as a liaison between customers, external service providers, and internal teams to support the resolution of customer inquiries and service issuesResearch customer inquiries and review case information to identify issues, determine the cause, and coordinate appropriate next stepsAssist customers with understanding statements, case status, requests for additional information, and other service-related communicationsAssist with unresolved, incorrectly processed, or outstanding customer requests and service issuesCoordinate with external service providers regarding authorization and service-related issues, including requirements, status, and next stepsAssist customers with questions regarding available services and coverage by reviewing relevant information and confirming applicable requirements, limitations, and proceduresCommunicate with external service providers to escalate issues when additional review or intervention is requiredQualifications:Japanese bilingual skills required (business-level fluency in reading, writing, and speaking)Prior clerical or administrative experience requiredCustomer service experience in a business setting is a plusInterest in developing professional skills, including a certification in business-related servicesExcellent communication and interpersonal skillsBasic Microsoft Office and computer skillsBenefits: Medical/Dental/Vision/Life/AD&D/LTD, PTO, Holidays, and 401k. Staffmark