Customer Service Agent (m,f) Japanese remote in Malaysia

Personalbuero U Herrmann; Kuala Lumpur; Remote; MYR 36,000 - 54,000; Full time

Job summary

Personalbuero U Herrmann is seeking a Customer Service Agent (Japanese) for a remote, full-time position based in Malaysia. The role supports customers across hotels, flights and travel activities via phone, email and messaging channels, ensuring high satisfaction levels.

The ideal candidate communicates fluently in English and Japanese, has at least 1 year of related experience, and is comfortable handling dynamic customer needs in a fast-paced environment.

Qualifications

• Excellent spoken and written English and Japanese.
• Minimum 1 year of customer-facing or partner-facing experience.
• Strong customer service skills including empathy and patience.
• Excellent verbal and written communication.
• Professional telephone etiquette.
• High attention to detail and accuracy.
• Willingness to work rotating 24/7 shifts as required.

Responsibilities

• Deliver excellent customer service through phone, email and messaging channels.
• Support customers with enquiries related to hotels, flights, activities and other travel products.
• Handle a high volume of customer and partner enquiries professionally.
• Own customer issues including pricing and invoice enquiries.
• Propose self-service improvements and process enhancements.
• Provide feedback to improve operational efficiency.
• Maintain communication with Team Leaders and Managers regarding performance and coaching.
• Perform office-based administrative duties when needed.
• Collaborate with the wider team to enhance overall customer experience.

Skills

English & Japanese

Customer service

Phone etiquette

Communication skills

Attention to detail

Fast-paced environment

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