Associate Customer Support

Gratitude Inc; Johor; On-site; MYR 36,000 - 60,000; Full time

Job summary

Jora Malaysia is seeking a Japanese-speaking customer support representative to handle live customer contacts and provide clear solutions to queries.

You will handle phone calls, escalate issues as needed, and stay updated on process changes. The role requires excellent Japanese communication, willingness to work night shifts, and a background in customer service.

Qualifications

• Excellent customer service skills.
• Excellent verbal communication skills in Japanese.
• Open to work in rotational and night shifts.
• Candidate must be college or vocational school graduates or possess comparable work experience.

Responsibilities

• Handle live phone calls with customer queries and provide resolutions.
• Escalate priority issues per Client specifications to the immediate lead.
• Provide inputs on process changes and best practices.
• Stay updated with new updates, process changes and updates.
• Maintain exemplary attendance and punctuality.
• Ad-hoc responsibilities as designated by the supervisor.

Skills

Customer service

Japanese language

Verbal communication

Night shifts

Education

High School Graduate

Vocational College Graduate

University Graduate (2026)

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Position Summary

Handle live contacts of customers and provide appropriate solution to their queries

Roles and Responsibilities

• Handle phone calls with customer queries and provide resolution to end users
• Escalate priority issues per Client specifications to the immediate lead as applicable
• Provide inputs on process changes and best practices.
• Stay updated with new updates, process changes and updates.
• Maintain Exemplary Attendance and Punctuality
• Any Ad-hoc responsibilities as designated by the supervisor

Key Deliverables (KRA Measure)

• Provide exemplary customer satisfaction
• Meet quality standards on all handled contacts
• Complete 9 hours of staffed time on all rostered days
• Handle contacts while maintaining KPI targets as per agreed limits

Applicant’s Specifications & Qualification

• Excellent customer service skills
• Excellent verbal communication skills in Japanese
• Passionate towards serving the customer and displays high levels of customer obsession
• Open to work in rotational and night shifts
• Candidate must be college or vocational school graduates or possess comparable work experience

Key Highlights of the Requirement

Language Requirement: Native Japanese speakers or JLPT N1 certified candidates (JLPT N2 will not be acceptable)
Global sourcing is open — candidates can be based anywhere in the world
Visa support will be provided for eligible candidates

Education

• High School Graduate: Requires at least 7~8 years of working experience.
• Vocational College Graduate: Requires at least 4~5 years of working experience.
• University Graduate/ To be Graduated in 2026: No working experience will be acceptable.

Assessments

• JP LAT (Attached)-> answer sheet is provided
• Typing test link:https://10fastfingers.com/typing-test/japanese

Hiring approach

• Candidates must complete the 2 assessments and typing test (screenshot of the score is required)
• RMG Pre-screening
• Ops round (1 ~ 2 rounds)

VISA processing timeline

3~4 months post selection and submission of relevant documents

For Expats Employment VISA, 1 way flight ticket and 1 week hotel accommodation cost is reimbursed.