About the Role

We are looking for a Bilingual Service Desk Agent (Phone Support) to provide front-line customer support for a banking client in Tokyo. The role requires a customer-first mindset, strong communication skills and the ability to handle support requests professionally and efficiently.

You will interact directly with external clients by phone, understand and resolve their issues, and escalate matters appropriately when required. You will also be responsible for maintaining accurate support documentation in ServiceNow, communicating ticket updates and collaborating with team members to ensure a consistent and positive customer experience.

This is an on-site role in Otemachi, Tokyo, five days a week, with no hybrid or work-from-home arrangement.

Key Responsibilities

Customer Support

• Provide front-line support via phone to external clients while demonstrating professionalism, empathy, urgency and a customer-first mindset.
• Build trust and rapport with clients through active listening, advocacy and clear communication.
• Resolve customer issues or escalate them appropriately while effectively managing customer expectations.
• Maintain composure and professionalism when handling high-pressure and difficult situations.
• Deliver a consistent and positive customer experience across all client interactions.

Communication and Documentation

• Clearly document all support interactions in the ServiceNow ticketing system, including problem details, troubleshooting steps and resolutions.
• Produce accurate and detailed documentation that can be used by other agents, end users and escalation teams.
• Use proper netiquette and an appropriate tone to ensure effective communication, particularly during written chat interactions.
• Communicate ticket status, next steps and resolutions to users promptly.

Collaboration and Team Culture

• Collaborate with team members to maintain service excellence and share knowledge.
• Contribute positively to the team and act as a culture carrier by demonstrating a team-oriented attitude.
• Follow company policies and procedures and contribute to a safe and professional work environment.

Additional Expectations

• Demonstrate flexibility and willingness to voluntarily support variable shifts, including holidays, overtime, shift changes and weekends.
• Continuously seek opportunities for self-improvement and operational efficiency.

Qualifications and Skills

• High school diploma or GED required.
• 2–5 years of demonstrated customer support experience via phone and chat, or an equivalent combination of education and experience, is preferred.
• Strong interpersonal skills, empathy and active listening abilities.
• Ability to communicate clearly and professionally in a fast-paced environment.
• English: Proficient written and verbal communication.
• Japanese: Native-level written and verbal communication.
• Strong problem-solving and critical-thinking abilities.
• Self-motivated, with the ability to work independently and prioritise tasks under pressure.
• Technical aptitude and the ability to learn and support a broad range of IT systems and applications.
• Proficiency in fundamental computer skills, including typing, email communication and navigating Windows-based systems.

Why Join This Role?

This role offers an opportunity to work in a customer-facing IT service desk environment supporting a banking client. You will use your Japanese and English communication skills while developing your expertise in customer support, IT systems, ticket management and service operations.

How to Apply

Interested candidates can share their profile with:

Leela Lavanya
Email: leelalavanya.gujjarlapudi@websynergies.com