Customer Service Specialist

Language requirements: Mandarin + English + Basic Japanese

Job Summary:

We're looking for a Customer Service Executive to provide exceptional customer support via phone calls and email. You'll primarily communicate in Mandarin and English, while also providing basic Japanese language support when required. Korean-related enquiries account for approximately 20% of the overall workload and are typically concentrated during one quarter of the year. The remaining workload will mainly involve supporting the Chinese-speaking customer base. **This role is ideal for candidates who have basic Japanese communication skills, certified with JLPT N5 or above.

Key Responsibilities:

Provide professional and timely customer support through phone calls, emails, and other customer service channels;
Communicate effectively with customers from different regions using Mandarin and English;
Support Japanese speaking customers as needed;
Accurately record, track, and follow up on customer feedback and issues to ensure timely resolution;
Assist in maintaining and improving internal knowledge bases, workflows, and customer service processes;
Collaborate with internal teams (e.g., Product, Technical, and Operations teams) to resolve customer concerns efficiently;
Work on a rotational shift schedule, including weekends and public holidays;
Perform other customer service-related duties assigned by the supervisor.

Requirements:

SPM or above; candidates with 1+ years of customer service, customer support, or related experience are preferred;
Fluent in Mandarin and English, with strong verbal and written communication skills;
Japanese language skills ; preferably certified with JLPT N5 or above.
Strong customer service mindset with excellent communication, listening, and problem-solving skills;
Able to work well under pressure and adapt to a fast-paced working environment;
Quick learner with the ability to adapt to new tools, products, and procedures;
Willing and able to work on a rotational shift schedule, including evenings, weekends, and public holidays;
Strong sense of responsibility, proactive attitude, and good teamwork skills;
Proficient in Microsoft Office; experience with CRM systems such as Zendesk is an advantage.