Customer Service Representative (Japanese Speaker)

NI (NATIONAL INSTRUMENTS); Bayan Lepas; On-site; MYR 56,000 - 89,000; Full time

Job summary

NI (NATIONAL INSTRUMENTS) in Malaysia is seeking a Customer Service Representative who speaks Japanese to manage orders, returns, and quotations. You will interact with multiple NI departments to resolve customer queries and support sales opportunities throughout the lifecycle, using Oracle, SFDC, and Outlook.

You will ensure accurate data, provide timely follow-ups, and drive continuous improvements while maintaining a high level of customer satisfaction.

Qualifications

• Bachelor’s degree completed, or relevant customer service experience.
• Understanding of KCS methodology or other knowledge management methods is preferred.
• Minimum 2-4 years of experience in Shared Service Centers.
• Full-time work, 8 hours between 6 am–7 pm, Monday–Friday, with overtime if needed.
• Japanese (JLPT N1 & N2) required; English (verbal/written) in business context.
• Must communicate effectively about orders, service, and inquiries.

Responsibilities

• Manage/process customer orders, product returns, quotations, and calls to resolve queries.
• Interact with NI departments, processes, and applications to support customer needs.
• Support sales opportunity management by fulfilling operational requests.
• Provide differentiated operational support through NI’s Tiering model throughout sales and post-sales.
• Ensure optimal customer experience by following SOPs using Oracle, SFDC, Outlook, and other apps.
• Timely follow-up with customers via phone, email, and chat.
• Handle order process creation or modification and related inquiries.
• Create and manage customer data records to maintain data integrity.
• Drive escalation and continuous improvement for Customer Operations.
• Participate in revenue max motions during EOQ and guide customers accordingly.

Skills

Customer service

Communication

Time management

Problem solving

Initiative

Self-starter

Risk management

Education

Bachelor’s degree completed

Relevant customer service experience

Tools

Oracle

SFDC

Outlook

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Customer Service Representative (Japanese Speaker)

MAIN RESPONSIBILITIES

Manage/process customer orders, product returns, quotations, inbound and outbound customer calls to resolve customer queries/issues, as well as pre-sales and post-booking activities.

Understandand interact with avariety of NI departments, processes, and applications to support customer needs to drive velocity and remove roadblocks.

Supportsalesopportunity management cyclefor customersbyfulfilling operational requests.

Provide differentiated operational support through NI’s business model (Tiering)throughout the sales and post-sales cycle.

Provide optimal customer experience (internal and external) by following internal processes and standard operating procedures consistently and accurately using tools like Oracle,SFDC,Outlook, and other internal business applications.

Timely follow-up with customerson pending actions tosupport their needs through multiple phone, email, and chat channels.

Supportstandardand non-standardcustomer inquiries regarding order processcreation or modification, supply chain implications, or other information regarding their accountsthrough phone, email, or chat.

Create and manage customer data records to ensure proper data integrity of our customer records.

Drive escalation and continuous improvement for Customer Operations organization.

Active participation in the revenue maximization motions especially during the end of quarter (EOQ).

Exercise excellent decision-making during customer interactions or escalations, as well as guiding the customer according to the company direction by involving cross-functional members.

Manage post-booking activities such as providing order status/follow-up until resolution, TC review, Acceptance, Logistics arrangement, customer follow-up, etc.

Coach other team members when needed, to ensure the good practices are well-circulated within the team.

Lead high-impact projects at the division level and drive the project strategy to meet scope, cost and timeline goals by being able to evaluate the risk and make decision based on analysis.

PERFORMANCE OBJECTIVES

Deliver a consistent customer experience across all channels by meeting Key Performance Indicators (KPIs).

Portray a high level of independence and able to make decision when performing operational tasks

Able to coach and propose recommendations to others to success.

Partner with various teams and functions to deliver acustomer-effortless experience.

Influence customers during the buying process and become a trusted advisor to enable our self-service and digital channels.

Coordinate activities within a team/project

QUALIFICATIONS AND SKILLS

Bachelor’s degree completed, or relevant customer service experience.

Preferred:Understandingof KCS methodology or other knowledge managementmethodologies

Minimum of 2-4 years of experience in Share Service Centers.

Ability to work Full-time, but flexible, 8 hours between department hours of 6 am to 7 pm Monday-Friday. Availability to work overtime as business needs require.

Japanese (JLPT N 1 & N 2 ) is a requirement

English (verbal/written) in business perspective

Must be able to communicate effectively with customers regarding their product orders, service, and other customer inquiries about their transactions.

Proficient in computer usage and a variety of basic skills.

Strong customer service attitude, positive outlook, excellent work ethic and drive to succeed.

Effective time management skills and a self-starter attitude.

Strong risk management skills and problem-solving skills.

Ability to take ownership of customer needs and demonstrate initiative and decision-making.

Demonstrates aptitude for learning new business applications and enterprise software.

Demonstrates aptitude for and interest in learning/improving processes.

Oracle and SFDC application experience is a plus.