Customer Support Specialist (Japanese Language)
Location: Kuala Lumpur
Experience: 5+ Years
Role Purpose
We are seeking a driven and detail-oriented Customer Support Specialist to support customers across Japan and international markets.
You will act as the first point of contact for customers, managing issues end-to-end and ensuring a high-quality, consistent support experience. This is a hands-on role in a fast-growing environment, offering the opportunity to contribute to building and improving support processes and systems.
Key Responsibilities
- Serve as the primary point of contact for customer support across Japan and global markets
- Manage inbound support requests via email, phone, chat, and ticketing systems
- Provide support in both English and Japanese with clarity and professionalism
- Troubleshoot hardware, software, and connectivity-related issues
- Take full ownership of customer issues from identification to resolution
- Manage and close tickets within defined SLAs using tools like Zendesk and Salesforce
- Collaborate with Engineering, Product, and Sales teams for issue resolution
- Route sales-related queries to relevant teams when required
- Identify recurring issues and contribute to process improvements and documentation
- Support the development of internal knowledge bases and workflows
Requirements
- Bachelor's degree required
- 5+ years of experience in customer support/service (preferably in tech or consumer products)
- Fluency in English and Japanese (JLPT N2 or above – spoken and written)
- Strong troubleshooting and problem-solving skills
- Experience with Zendesk, Salesforce, or similar tools
- Ability to manage multiple priorities effectively
- Strong communication and interpersonal skills
- Ability to work independently in a fast-paced environment
- High attention to detail and customer-focused mindset
- Willingness to learn and adapt
Success Metrics
- Clear and professional communication across support channels
- Timely and effective issue resolution
- High customer satisfaction and service quality
- Strong collaboration with internal stakeholders
- Continuous contribution to process and documentation improvements
