Support Specialist – Complaint Resolution

Job Description

Support Specialist – Tokyo | Revolut

The Tone:
This is a full-time role at Revolut, located in Tokyo. Revolut aims to provide people with more control and freedom over their money through a powerhouse of financial products including spending, saving, investing, exchanging, and travelling services. As a Support Specialist, you will be a vital first point of contact for customers, overseeing complaints to ensure fairness and transparency, working to improve customer experiences, and maintaining high-level service quality. This role is crucial for delivering outstanding customer satisfaction and collaborating with product teams to refine offerings.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person Tokyo, Tokyo
• Team: Customer Support Team
• Mission: To oversee and resolve customer complaints, ensuring fair treatment and transparent processes while contributing to service improvement.

What You’ll Actually Do
• Complaint Resolution: Efficiently manage incoming formal complaints, ensuring resolution within defined regulatory deadlines.
• Process Enhancement: Develop and refine internal procedures to streamline complaint handling and improve operational efficiency.
• Customer Advocacy: Actively promote and embed a culture that prioritises the fair and transparent treatment of all customers.
• Cross-functional Collaboration: Work closely with internal teams such as Product and Quality Assurance to investigate issues and implement effective solutions.
• Regulatory Compliance: Stay current with industry regulations and compliance standards to ensure all complaint processes meet legal requirements.

The Must-Haves
• Background: A bachelor’s degree is required, with at least a provisional certificate accepted.
• Experience: A minimum of 18 months of relevant customer service experience.
• Skills: Bilingual proficiency with fluency in both English (C1+ level) and Japanese (C1+ level); excellent communication skills, including the ability to explain complex issues simply; strong numeracy, analytical, and IT skills with impeccable attention to detail; empathy, a desire to help people, and an independent problem-solving approach.