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Client Experience Associate (Japanese Language Fluency), Japan

About the role 

Join our global and multicultural Client Experience Team - boost up your career path in FinTech company. Reporting to Client Experience Manager in Japan, the person will be responsible for assisting clients who trade with OANDA at all stages, increasing customer satisfaction, reducing attrition, processing account opening, and funding request in a timely manner. This role is Client Experience, Forex Exchange Services, Onboarding, and Funding/Withdrawal roll into one.

What will be your scope of duties?

  • Informing our customers about our products, help them to understand how our products work and how to use them (via phone, live chat and email).
  • Identifying and analysing customer needs to ensure high customer satisfaction, growth, and retention of business. 
  • Providing basic login troubleshooting assistance to customers having difficulty accessing the platform.
  • Promoting positive customer relations with a can-do attitude, and willingness to always help. 
  • Maintaining a well-developed working knowledge of the complete line of products and services offered by OANDA.
  • Performing outbound calls using leads generated by OANDA marketing initiatives and converting them to active clients.
  • Completing the onboarding process in a timely fashion that meets and exceeds the industry standard.
  • Processing funding and withdrawal requests within the company’s stated timeframe. 

What are we looking for?

  • Previous experience in similar roles e.g. in Customer Service, Sales etc. will be a plus. 
  • Fluent Japanese; good English is preferable. 
  • Excellent communications skills and positive attitude.
  • Ability to grasp complex concepts quickly, and able to identify key messaging for different audiences.
  • Independent, self-directed, and not afraid to make decisions to develop, execute and deliver on an assigned strategy.
  • Goal oriented and resourceful. 
  • Passionate about learning and strive to gain new knowledge about product and service changes.
  • Working experience of Salesforce will be a plus.

OANDA Global Corporation is a diverse and global team with offices around the world. We value the unique skills and experiences each individual brings to OANDA. We are committed to creating and sustaining a collegial work environment in which all individuals are treated with dignity and respect and one which reflects the diversity of the community in which we operate. We provide an inclusive and accessible environment for everyone. Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment and selection process, please let us know. We will work with you to provide as seamless a recruitment experience as possible.