Customer Service Specialist Japanese

Devloit; Kuala Lumpur; On-site; MYR 28,000 - 50,000; Full time

Job summary

Devloit in Malaysia is seeking a customer service professional fluent in Japanese to handle and resolve customer enquiries and complaints via calls, online chat, and email. You will follow company processes to ensure timely resolution, escalate complex issues to senior team members, and maintain accurate records in the system.

You will interact with vendors to fulfil booking changes, stay updated with procedures, and share feedback to drive improvements across departments.

Qualifications

• Handles and responds to customer enquiries and complaints via call, online chat and/or e-mails.
• Maintains a positive, empathetic and professional attitude towards customer.
• Liaises with external vendors and service operators to fulfil booking changes
• Keeps updated with company procedures and processes

Responsibilities

• Handles and responds to customer enquiries and complaints call, online chat and/or e-mails
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
• Identifies and escalates difficult and complex issues to senior team members
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfil booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements

Skills

Customer service

Communication skills

Problem solving

Empathy

CRM software

Ticketing system

Tools

CRM software

Ticketing system

Job description

working hours- Rotational shifts, 5 days working 2 days off

Language- Japanese

Working days: 5 working days and 2 off days in a week

• Handles and responds to customer enquiries and complaints call, online chat and/or e-mails
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
• Identifies and escalates difficult and complex issues to senior team members
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfil booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements