Analyst I, Merchant Care

 As the first Merchant Care person in Tokyo, you will need to work autonomously and manage a wide range of technical and non-technical issues, often needing to work in both Japanese and English to resolve an issue.

Use the right methods, tools, technical skills and product domain expertise, to respond to questions and issues raised by customers with care, accuracy, patience and empathy across different channels such as email, phone or chat.

Work with Engineering and Product teams where necessary to escalate and resolve issues.

Work directly with Japanese issuers where needed to investigate and resolve issues.

Prioritize and manage cases, documenting troubleshooting activity in a case management system.

Build technical domain expertise for companys products and operate as part of a diverse and international team.

Document your knowledge for the team by creating help articles for our internal knowledge base.

Manage your time effectively as workload and priorities change through the day.

Proactively identify where an issue may require additional help or escalation.

Gain a deep understanding of companys products and processes by attending training, self-paced learning and practising and investigating things for yourself.

Build technical domain expertise.

Understand and adopt processes and give ideas where these could be improved.

Demonstrate companys values and be a team player.

Manage the dispute resolution process for all transactions in Japan.