Customer Service Agent Japanese remote in Malaysia

Personalbuero U Herrmann; Kuala Lumpur; Remote; MYR 30,000 - 48,000; Full time

Job summary

Personalbuero U Herrmann is seeking a Customer Service Representative (Japanese) for remote work in Malaysia. The role involves handling inquiries via phone, email and messaging across hotels, flights and activities, with a focus on resolving issues and maintaining high customer satisfaction.

Requirements include fluency in English and Japanese, at least 1 year in a customer-facing role, and willingness to work rotating 24/7 shifts including weekends and public holidays.

Qualifications

• Experience in customer-facing roles is required.
• Excellent spoken and written English and Japanese.
• Willing to work rotating 24/7 shifts, including weekends and public holidays, per business needs.
• Strong empathy, patience and problem-solving skills.

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

Skills

English & Japanese fluency

Customer service excellence

Verbal and written communication

Telephone etiquette

Attention to detail

Team collaboration

Job description

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