Customer Service Agent (Japanese) - Remote

About the role

A global customer experience and technology services company is hiring a Japanese-speaking Customer Service Representative to join its team in Malaysia. The role covers customer support for travel-related products such as hotels, flights and activities, handled by phone, email and messaging. It is a fully remote, full-time position.

Key responsibilities

• Deliver excellent customer service and manage customer needs through phone, email and messaging channels
• Support customers with enquiries about hotels, flights, activities and other travel products
• Handle a high volume of customer and partner enquiries professionally
• Own customer issues and concerns, including operational matters, pricing and invoice enquiries
• Identify opportunities to improve customer service through self-service initiatives and process improvements
• Give feedback and contribute to initiatives that improve operational efficiency
• Maintain open communication with Team Leaders and Managers on performance, feedback and coaching
• Perform office-based administrative duties when required and work with the wider team

Required profile

• Native Japanese and good command of English
• At least 1 year of experience in a customer-facing or partner-facing role
• Willingness to work rotating 24/7 shifts, including weekends and public holidays, as required by business
• High degree of integrity and ability to handle confidential information
• Ability to work effectively in a fast-paced environment

Required skills

• Strong customer service skills: attentiveness, empathy, patience and consistency
• Excellent verbal and written communication and professional telephone etiquette
• Excellent attention to detail

What we offer

• Work-from-home arrangement in Malaysia
• Competitive compensation package and performance bonus opportunities
• Employee benefits, career and professional development, and access to thousands of free learning courses
• Initial training and ongoing coaching, inclusive and supportive environment
• Opportunity to work within a global team and relocation support