Customer Service Consultant (Japanese Speaker)

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 45,000 - 84,000; Full time

Benefits offered by this job

Medical insurance

Dental and optical benefits

Job summary

Sutherland Global Services Malaysia Sdn. Bhd. in Kuala Lumpur seeks a Japanese and English bilingual customer support specialist to handle calls and emails, deliver a high-quality, personalized service, and meet client KPIs with a courteous, can-do attitude.

This on-site role at The Horizon, Bangsar South, offers 40 hours per week on a rotating shift, with medical, dental, and optical benefits, and a supportive team focused on digital transformation and customer experience.

Qualifications

• Fluent in Japanese and English with strong written and spoken communication.
• JLPT N2 or BJT J2 certification required for non-native speakers.
• Minimum 6 months in a performance-driven environment with KPIs.
• At least 1 year in customer service or sales-facing roles.
• 6 months hospitality experience preferred.
• Proficient typing and ability to navigate multiple systems.

Responsibilities

• Handle customer calls and emails in a timely, professional manner.
• Understand inquiries and provide accurate, solution-focused responses.
• Deliver high-quality customer experience with a friendly, confident approach.
• Stay updated on client requirements and internal processes.
• Utilize client tools to manage interactions and service requests.
• Enter data accurately and document cases per procedures.
• Collaborate with teams to meet targets and service goals.
• Adhere to HR policies and standards.

Skills

Japanese

English

Typing skills

Multitasking

Research skills

Education

Two years college

Tools

Customer service tools

Job description

Sutherland is a global business process outsourcing (BPO) company that provides a range of services such as customer service, technical support, sales, and back-office operations. Sutherland has a presence in several countries, including Malaysia, where it offers its services to clients across various industries.

In Malaysia, Sutherland operates as a part of its Southeast Asia operations, typically providing customer support and outsourcing services to companies in sectors like telecommunications, finance, healthcare, and retail. The company is known for its focus on innovation, digital transformation, and the use of technology to enhance customer experience and streamline business processes.

Sutherland began its operations in Malaysia in 2008. Malaysia has become an important hub for Sutherland in Southeast Asia, owing to its strategic location, multilingual workforce, and business-friendly environment. We are located at Bangsar South, Kuala Lumpur (near to LRT Kerinchi)

Job Responsibilities

Handle customer calls and emails, providing prompt, professional, and personalized support.

Understand and respond effectively to a wide range of customer needs, inquiries, and scenarios.

Deliver a high-quality customer experience in a friendly, confident, professional, and knowledgeable manner.

Stay up to date with client requirements, internal processes, technology applications, utilities, products, and services.

Effectively utilize internal and client-specific tools and applications to manage customer interactions and service requests.

Perform accurate data entry, documentation, and case management in accordance with established procedures.

Collaborate effectively with colleagues and cross-functional teams in a team-oriented environment.

Consistently achieve and maintain required sales targets, performance metrics, and service goals.

Comply with company policies, procedures, and standards as outlined in the HR Handbook.

Key Requirements

Fluent in Japanese and English, with excellent verbal and written communication skills and a consistently courteous, professional, and customer-focused approach.

Minimum 2 years of college education or an equivalent qualification.

Non-native Japanese speakers must possess at least JLPT N2 or BJT J2 certification.

Minimum 6 months of experience in a performance-driven environment, with exposure to defined KPIs, targets, or performance metrics.

At least 1 year of consistent work experience in a customer service, customer-facing, and/or sales-oriented role.

Minimum 6 months of experience in the hospitality industry.

Strong Japanese and English typing skills. Candidates will be required to complete both written and verbal language assessments in Japanese and English.

Proficient in computer navigation and multitasking, with the ability to work efficiently across multiple systems and applications.

Strong research and information-searching skills, with the ability to effectively utilize search functions to locate and verify information.

Candidates must be currently residing within the Klang Valley, covering Kuala Lumpur and Selangor.

Work Arrangement

8AM-5PM AND 11AM- 8PM Kuala Lumpur time (40 hours per week on rotation).

9 hours per day with 90 minutes break. 5 Working days, 2 days off based on rotation

Work Mode

Work at Office (The Horizon, Bangsar South, Kuala Lumpur)

Benefits

• Medical insurance
• Dental and optical benefits

About us

We make digital by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

About us

We make digital by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.