Bilingual Helpdesk Agent (Japanese) for Procurement & IT Support

IBM; Selangor; On-site; MYR 60,000 - 100,000; Full time

Job summary

IBM Malaysia is seeking a proactive procurement and AP support specialist to serve as the primary contact for inquiries across email, tickets, chat, and phone. You will manage and resolve service requests, guide stakeholders on procurement processes, and coordinate with multiple teams to ensure timely issue resolution.

The role emphasizes maintaining SLAs, documenting resolutions, and identifying process improvements to reduce ticket volumes while supporting global stakeholders across regions

Qualifications

• Experience handling procurement and AP inquiries across multiple channels.
• Strong customer service mindset with ability to resolve issues efficiently.
• Familiarity with procurement processes, policies, and workflows.

Responsibilities

• Serve as the first point of contact for procurement and accounts payable inquiries via email, tickets, chat, or phone.
• Manage and resolve user requests and service tickets related to procurement operations, purchase requisitions, POs, supplier onboarding, and invoice processing.
• Log, track, prioritize, and monitor incidents and service requests through ServiceNow or other ticket systems until resolution.
• Provide guidance to internal stakeholders and suppliers on procurement processes, policies, systems, and workflow requirements.
• Investigate and resolve procurement and P2P exceptions including PR-to-PO issues, supplier registration queries, and approval delays.
• Coordinate with Procurement Operations, Accounts Payable, Vendor Management, and technical support to ensure timely resolution and escalation management.
• Monitor ticket queues and SLAs to ensure customer satisfaction targets are met.
• Maintain documentation of issues, resolutions, and knowledge base updates for continuous improvement.
• Identify recurring issues and opportunities to optimize processes and reduce ticket volumes.
• Support global stakeholders across multiple regions and languages while maintaining strong business relationships.

Skills

Procurement knowledge

Customer service

ServiceNow experience

Multi-region support

Tools

ServiceNow

Job description

IBM Malaysia is seeking a proactive procurement and AP support specialist to serve as the primary contact for inquiries across email, tickets, chat, and phone. You will manage and resolve service requests, guide stakeholders on procurement processes, and coordinate with multiple teams to ensure timely issue resolution.

The role emphasizes maintaining SLAs, documenting resolutions, and identifying process improvements to reduce ticket volumes while supporting global stakeholders across regions