David Kennedy Recruitment is working with a global customer experience and technology services company that is seeking to onboard a Japanese-speaking Customer Service Representative to join their team in Malaysia.
As a Customer Service Representative, you will provide customer support across a range of travel-related products and services, including hotels, flights and activities. You will assist customers through phone, email and messaging channels, handling enquiries, resolving issues and ensuring a high standard of customer satisfaction.
Position: Customer Service Agent (Japanese)
Location: Malaysia
Model: Remote
Employment type: Full time
DUTIES AND RESPONSIBILITIES:
Deliver excellent customer service and manage customer needs through phone, email and messaging channels
Support customers with enquiries related to hotels, flights, activities and other travel products
Professionally handle a high volume of customer and partner enquiries
Take ownership of customer issues and concerns, including operational matters, pricing and invoice enquiries
Identify opportunities to improve customer service through self-service initiatives and process improvements
Provide feedback and contribute to initiatives that improve operational efficiency
Maintain open communication with Team Leaders and Managers regarding performance, feedback and coaching
Perform office-based administrative duties whenever required
Work collaboratively with the wider team to contribute to the overall customer experience
REQUIREMENTS:
Excellent spoken and written English and Japanese
At least 1 year of experience in a customer-facing or partner-facing role
Strong customer service skills, including attentiveness, empathy, patience and consistency
Excellent verbal and written communication skills
Professional telephone etiquette
Excellent attention to detail
Willingness to work rotating 24/7 shifts, including weekends and public holidays, according to business requirements
High degree of integrity and ability to handle confidential information
Ability to work effectively in a fast-paced environment
BENEFITS:
Work-from-home arrangement in Malaysia
Competitive compensation package
Performance bonus opportunities
Employee benefits
Career and professional development opportunities
Access to thousands of free learning courses
Initial training and ongoing coaching
Inclusive and supportive working environment
Opportunity to work within a global team
Relocation support
And many more!