Customer Service Specialist

About the role

PCS Wireless is a global leader in the distribution of pre-owned and refurbished mobile devices, giving phones and tablets a second life. We run customer programs for leading consumer technology brands and retailers, including device trade-in, and we are hiring a Customer Service Specialist in Tokyo to support consumers in Japan across these programs.

You will answer customer questions on orders, trade-ins, payments, returns and warranty, and resolve complaints quickly against clear service-level targets. The programs you support will grow as we add new clients.

What you will do:

• Provide phone, chat and email support to customers across several PCS Wireless programs, such as device trade-in and buy-back, sales of refurbished devices, and other client programs
• Support customers and our clients' retail and online store teams during each program's business hours
• Answer questions on program terms, eligibility, orders and policies
• Guide customers through trade-in submissions, orders and returns, and follow up on device receipt, inspection and valuation
• Resolve payment questions: trade-in funds, refunds, credits and payment status
• Manage device returns, replacements and warranty cases
• Receive customer complaints and own them through to timely resolution, escalating where needed
• Resolve most contacts on the first interaction
• Capture every call and inquiry accurately in the ticketing system (program, contact reason, order, outcome)
• Follow each program's procedures, scripts and client requirements, and switch between programs as volumes change
• Protect customer personal information (PII) and follow data privacy rules in every interaction
• Coordinate with logistics, inspection / quality and finance teams to close open cases
• Spot recurring issues and suggest fixes to processes, scripts and FAQs

Requirements

What you bring

• 2–5 years in a consumer customer service or contact-centre role, ideally in electronics, telecom or e-commerce
• Native-level Japanese (written and spoken) and business-level English
• Experience working to contact-centre KPIs (service level, first contact resolution, response times)
• Experience across phone, chat and email support, and the ability to juggle several programs, processes and tools
• Hands-on use of ticketing tools.
• Calm, empathetic handling of complaints and upset customers
• Careful handling of personal data and knowledge of privacy rules (e.g. Japan's APPI)
• Comfort with basic smartphone questions (activation, account locks, data transfer)
• Flexibility to work shifts, including weekends and holidays on a rota
• Right to work in Japan

Nice to have

• Experience with trade-in, buy-back, warranty or refurbished device programs
• Experience supporting several client programs or brands at once (e.g. in an outsourced or BPO setting)
• Knowledge of Japanese consumer rules on returns and payments

Additional information

About PCS Wireless:

Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile distributor. Led by fearless entrepreneurs, PCS has completely transformed the landscape of the device resell market, both from a business and a consumer perspective.

Today, PCS is a recognized global leader, powering the secondary market. At PCS, we buy and sell mobile devices and products worldwide through partners and programs by breathing new life into old devices effectively extending the device lifecycle up to 5X and beyond. We collaborate with industry giants in consumer electronic manufacturing, wholesalers, big box retailers and small businesses alike, catering to a diverse clientele of more than 1,500 clients. Our operations span major markets worldwide with offices and warehouses in the Americas, APAC, UK & EMEA.

Our go-getting spirit valuing flexibility, a "me for we approach" and curiosity, continues to be the foundation of our success. We are looking for doers and thinkers who get things done and have fun while doing it!