Hello there —
I'm Esther. Your partner for happy customers and calm operations.
A remote Customer Support & Administrative professional based in Japan. Native English speaker with conversational Japanese — I help teams resolve issues fast, keep clients cared for, and stop the small details from slipping.
Tools & platforms I work with
I turn customer problems into calm, handled outcomes.
I spent my first support years learning the craft up close — answering email, live chat, and phone, de-escalating frustrated customers, and writing the documentation that helped teammates reply faster. Today I work client-facing in Japan, where adapting across cultures and a second language is part of every day.
Off the clock, I share life as an African living and working in Japan on my YouTube channel, Justzuby — lifestyle, culture, and the everyday of building a life in Yokohama.
Open to Customer Support, Success, VA & Admin rolesPlan and deliver structured lessons, coordinate daily with Japanese teaching staff, and keep accurate records — clear communication and cross-functional reliability in a second-language setting.
Supported three intensive camp programs, facilitating group activities and coordinating logistics to keep every session organized, inclusive, and on time.
Resolved 40–60 inquiries daily across email, live chat, and phone; maintained a 95% CSAT rating; de-escalated high-priority customers; and built help docs that sped up team onboarding.
Three ways I make a team's day easier.
Customers, handled with care
Fast, empathetic responses across email, live chat, and phone — with the patience to de-escalate and the follow-through to close the loop.
- Ticketing
- De-escalation
- CSAT focus
- Live chat
The details, kept in order
Calendars, inboxes, data entry, and documentation managed so nothing slips and the people I support can focus on their work.
- Scheduling
- Inbox management
- Reporting
- Documentation
A bridge across languages
Native English with conversational Japanese — a natural fit for teams serving both global and Japan-based customers.
- English (native)
- 日本語 (conversational)
- Cross-cultural
What I bring to the queue.
Customer Support
Issue resolution, complaint handling, de-escalation, CSAT, ticketing, live chat, email & phone.
Administrative Support
Calendar & scheduling, inbox/email management, data entry, documentation, reporting.
Communication
Written & verbal communication, active listening, cross-cultural communication, client relations.
Operations
Process documentation, task prioritization, follow-through, time management, attention to detail.
Software & Platforms
CRM/ticketing (Zendesk, HubSpot, Salesforce), MS Office 365, Google Workspace.
Remote Collaboration
Slack, Microsoft Teams, Zoom, async communication, self-management across time zones.
Notes on support, well done.
Short, practical pieces on customer care, remote work, and working across two languages.
How to say no to a customer without losing them
A good no protects trust better than a vague maybe. The shape of the refusal matters more than the answer itself.
Remote WorkMy first hour on a remote support shift
The hour before I touch a single ticket decides how the rest of the day goes. Here is the routine that keeps me ahead of the queue.
BilingualFive Japanese phrases that carried me through my first month at work
Long before I could hold a real conversation, a handful of set phrases did the heavy lifting. Politeness bought me time to learn.
This is me just thinking out loud, and sharing my personal and professional experiences
View all posts →Looking for someone reliable on your remote team?
odinakaesthernzubechi@gmail.com
Available for remote roles · Based in Yokohama, Japan (GMT+9)