An exceptionally driven and client-focused individual is being considered for the position of customer support representative on our team. I will be deeply committed to delivering outstanding customer service, resolving issues, and increasing client satisfaction. As the main point of contact with our customers, it will be my responsibility to respond to their inquiries and resolve any concerns that may arise in connection with our services. Excellent communication skills, a problem-solving outlook, and the capacity to operate in a fast-paced environment are essential qualifications for this position. Innovative Researchers are adept at developing probing questions, designing experiments, and generating meaningful results. Experienced at identifying and using new technologies and resources. Works effectively and collaboratively with teams and individuals. Hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Japanese Bilingual Customer Support Specialist position. Ready to help the team achieve company goals. Hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Japanese Bilingual Customer Support Specialist position. Ready to help the team achieve company goals.
Rosa Iwata
Summary
Overview
Work History
Straive
Job overview
- Conducted subject matter research and analyzed data.
Urus Philippines OPC
Job overview
- Specialized in Know Your Customer (KYC) processes.
Indigolane Corporation
Job overview
- Performed backoffice functions and supported other departments with administrative tasks.
Casimax, Inc.
Job overview
- Provided customer support in the online casino environment.
Asia Videostream, Inc.
Job overview
- Delivered outstanding service to Japanese clients across various industries.
Education
Roosevelt Memorial High School
University Overview
Burgos Elementary School
University Overview
Skills
Methodology Selection
Solution Quality Assurance
Critical Thinking
Delivering Presentations
Google Suite
MS Office Suite
Slack
Gmail and MS Outlook
Live chat
CRM
Data input
Oral and written Japanese communication
Building customer loyalty
Troubleshooting
Analytical skills
Time management
KYC
Document Verification and Analysis
Technology and tool proficiency
Collaboration and communication
Conducted in-depth research on various subjects
Analyzed and evaluated research findings
Collaborated with cross-functional teams to support
Prepared and presented research reports
Participated in training sessions
Certification
Individual Ability
INDIVIDUAL ABILITY:
Customer Representative
· Provide customers with product and service information, including guidance and troubleshooting help.
· Document customer interactions, transactions, comments, and complaints in the CRM system.
· Work closely with other departments (e.g., sales, technical support) to resolve customer issues.
· Follow up with customers to ensure their technical issues are resolved.
· Gather customer feedback to identify trends and insights for improving service and products.
· Stay updated on product knowledge and company policies to provide accurate information to customers.
· Meet personal/team qualitative and quantitative targets.
· Fluent in reading and speaking Japanese (Nihongo).
Online Game
· Being able to assist Japanese customers with their online gaming inquiries is a problem that occurs.
· Familiarity with the rules, strategies, and variations of popular online casino games.
· Knowledge of different gaming software providers and their features, including game mechanics, fairness (RNG-certified games), and graphical quality.
· Understanding the various payment and withdrawal methods available on the platform, including e-wallets, credit/debit cards, bank transfers, and cryptocurrencies. Knowledge of transaction times, limits, and any fees associated is also important.
· Familiarity with the types of bonuses and promotions offered by online casinos, including welcome bonuses, no-deposit bonuses, free spins, loyalty programs, and how wagering requirements work.
· Knowledge of responsible gaming practices, including setting deposit limits, self-exclusion policies, and recognizing signs of problem gambling.
KYC Specialist
· Ability to meticulously review customer documents for Japanese clients using tools and data for accuracy and authenticity.
· Proficient in analyzing complex information to assess customer risk profiles and identify potential red flags.
· Conduct detailed analysis of escalated cases to identify and assess the risk profiles of customers, ensuring compliance with KYC and AML regulations.
· Manage and resolve complex customer issues related to identity verification, account restrictions, and compliance queries, ensuring a balance between customer satisfaction and regulatory compliance.
BackOffice
· Accurately enter, update, and maintain data in company databases. Ensure the integrity and confidentiality of all data.
· Prepare, review, and process documents and reports. Handle the filing, storage, and security of documents.
· Assist in internal communication processes, distribute information as needed, and provide support to other departments with administrative tasks.
· Provide indirect customer support by handling customer inquiries and complaints via email or phone and directing them to the appropriate department.
· Ensure all backoffice operations comply with legal and company policies.
Business Experience
- Dollhouse Nail Station and Spa, Owner, Montalban, Rizal, 08/2012, 11/2015
- Hayanpibu Beauty Spa, Owner, Montalban, Rizal, 08/2016, 02/2019
References
Additional Information
For more information about me, please visit my LinkedIn profile
https://www.linkedin.com/in/rosa-iwata-812875265/