Customer Service Associate (Japanese Speaker)

Sutherland; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Job summary

Sutherland is seeking a Customer Service Associate who can communicate in Japanese to support our Kuala Lumpur team. You will handle inquiries via phone, email, and chat, ensuring accurate information and a positive customer experience.

Based in Bangsar South, this full-time role emphasizes empathy, clear communication, and timely resolution while collaborating with colleagues to maintain high service standards.

Qualifications

• Fluent Japanese (speaking, listening and writing) required.
• Customer service experience is required.
• Strong communication and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Experience with CRM systems is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels in Japanese and English.
• Provide accurate, timely, and empathetic support to resolve customer issues.
• Document customer interactions and maintain records in the CRM.
• Identify customer needs and recommend appropriate solutions or products.
• Follow up to ensure issues are resolved satisfactorily.
• Escalate complex issues to senior team members when necessary.
• Maintain a professional and friendly demeanor while handling multiple interactions.
• Share knowledge and support colleagues to maintain a positive team environment.
• Adhere to company policies, procedures, and quality standards.
• Seek opportunities to improve customer experience and service delivery.

Skills

Japanese language proficiency

Customer service experience

Interpersonal skills

Time management

Multitasking

Computer literacy

Tools

CRM systems

Job description

Customer Service Associate (Japanese Speaker)

• Full-time

We're looking for a Customer Service Associate (Japanese Speaker) to join our team in Bangsar South, Kuala Lumpur. In this role, you will be the friendly face and voice of our organization, delivering exceptional support to our Japanese-speaking customers. You will handle inquiries, resolve issues, and ensure every customer interaction reflects our commitment to excellence and customer satisfaction. This position offers an excellent opportunity to develop your customer service skills while utilizing your Japanese language proficiency in a dynamic, multicultural environment.

• Respond to customer inquiries via phone, email, chat, and other communication channels in Japanese and English
• Provide accurate, timely, and empathetic support to resolve customer issues and concerns
• Document customer interactions and maintain detailed records in the company's customer relationship management (CRM) system
• Identify customer needs and recommend appropriate solutions or products
• Follow up with customers to ensure their issues have been resolved satisfactorily
• Escalate complex issues to senior team members or specialized departments when necessary
• Maintain a professional and friendly demeanor while managing multiple customer interactions simultaneously
• Contribute to a positive team environment by sharing knowledge and supporting colleagues
• Adhere to company policies, procedures, and quality standards
• Continuously seek opportunities to improve customer experience and service delivery

• Fluent proficiency in Japanese (speaking, listening, and writing) with strong communication skills
• Proven customer service experience or demonstrated ability to deliver exceptional customer support
• Excellent interpersonal and problem-solving skills with a customer-focused mindset
• Strong time management abilities and capacity to multitask in a fast-paced environment
• Proficiency with computer systems and willingness to learn new software platforms
• Patience, empathy, and a positive attitude when interacting with customers
• Ability to remain calm and professional when handling challenging situations
• Attention to detail and accuracy in documentation and record-keeping
• Preferred: Experience with CRM systems or customer support ticketing platforms
• Preferred: Multilingual abilities beyond Japanese
• Preferred: Previous experience in a customer-facing role or support center environment

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.