Customer Service (Japanese Speaker) (Local Citizen)

Role: Customer Service (Japanese Speaker)

Employer: BPO

Working Mode: On Site

Working Hours: Rotational shifts (MonSun, with 2 off days per week)

Shift Schedule (5 Rotating Shifts)

Job Type: Permanent

Job Location: Cyberjaya, Selangor, Malaysia

Language: Japanese JLPT N1/N2

Experience: 1-2 years of experience in customer service or a related field preferred

Applicants: Open to local citizens, JLPT N1/N2 holders

JOB DESCRIPTION

Respond to customer inquiries via phone, email, and chat in Japanese and English.

Assist customers with hotel reservations, itinerary changes, and travel-related concerns.

Provide accurate information on policies, rates, and promotions.

Resolve customer issues promptly and professionally, escalating complex cases when necessary.

Maintain detailed and accurate records of customer interactions in the system.

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Clarify customer requirements; probe for understanding, use decision-support tools and resources to provide a resolution to the customer appropriately

Collaborate with internal teams to ensure timely resolution of customer requests.

Participate in activities designed to improve customer satisfaction and business performance

Prepare complete and accurate work, including appropriately notating accounts as required

Track, document, and retrieve information in the call tracking database.

JOB REQUIREMENTS

Fluency in Japanese (spoken and written).

Good command of English.

Experience: 12 years in customer service or a related field is preferred.

Education: Graduate or equivalent required, and an Associate's Degree in Business Administration, Communications, or related field is preferred.

Willingness to work rotational shifts, including overnight and weekends.