Customer Service Agent (Japanese)

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 (WFH)

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:

• Native Japanese and good command of English

• 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!