プレミアムサポート シニアスペシャリスト/ Premium Support Sr. Specialist

An international technology and hospitality platform company is looking for a Senior Specialist, Premium Support (Japanese Speaker). The selected candidate will manage complex customer support cases, provide high-touch service to premium users, and collaborate with internal stakeholders to deliver exceptional case resolution experiences.

Responsibilities:

• Manage complex and high-priority customer cases from initial contact through final resolution
• Provide personalised support to Hosts and Guests across multiple communication channels
• Negotiate and mediate sensitive issues between users to achieve effective resolutions
• Handle high-stakes and high-value reservation cases with strong judgment and professionalism
• Collaborate cross-functionally with Legal, Policy, and other internal teams
• Act as a subject matter expert on company policies and procedures
• Deliver clear and professional communication to customers and stakeholders
• Provide insights and recommendations to improve customer experience and operational processes
• Support onboarding, team initiatives, and continuous improvement activities
• Build strong relationships with internal and external stakeholders
• Participate in on-call support for emergency situations during evenings and weekends

Requirements:

• More than 5 years of experience in multicultural customer service environments
• Experience engaging with executive-level stakeholders and resolving complex issues
• Advanced computer skills, including Apple/Mac OS, Google Suite, and CRM systems
• Passion for delivering exceptional customer service
• Ability to work weekends, public holidays, and flexible shifts
• Proficient in Japanese and English

Preferred requirements:

• Experience in hospitality or technology platform environments
• Experience handling customer contacts through phone, messaging, or live chat
• Experience supporting high-profile or influential clientele

About the Company:

The company is a globally recognised technology and hospitality platform connecting millions of users through innovative travel and accommodation experiences. It is known for delivering customer-focused solutions, fostering inclusive communities, and operating within a fast-paced international environment.

Keywords:

カスタマーサポート, プレミアムサポート, ホスピタリティ, 顧客対応, 問題解決, クレーム対応, ゲストサポート, カスタマーエクスペリエンス, 求人, 外資系

Job Ref: BKZHDE