Customer Success Advisor (Travel platform-Voyager) Korean

ManpowerGroup; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading staffing agency is seeking a Multilingual Customer Service Specialist proficient in Japanese and English to handle multilingual inquiries in Kuala Lumpur. The ideal candidate will have over a year of cross-border financial customer service experience and be familiar with relevant documentation standards. Responsibilities include managing daily emails, escalating high-risk cases, and optimizing user experience. This role demands a mastery of email writing standards in both languages and offers a dynamic work environment.

Qualifications

• 1+ years in cross-border financial customer service is preferred.
• Ability to handle emails in Japanese and English proficiently.
• Familiarity with financial dispute documentation.

Responsibilities

• Manage daily emails and multilingual inquiries.
• Flag high-risk cases and escalate complex issues.
• Optimize user experience through email template refinements.
• Analyze KPIs to identify trends for process optimization.

Skills

Japanese proficiency (JLPT N1)

English proficiency (IELTS 7.0)

Email writing standards expertise

Cross-border financial customer service experience

Tools

COPC or Six Sigma certification

Job description

Job Title

Multilingual Customer Service Specialist (Japanese/English)

Location: TRX, KL

Data: before 17-Nov, no later than 25-Nov, ASAP

Core Competency Requirements

• Language Proficiency:
  • Japanese: JLPT N1-level business communication (able to handle financial dispute documentation)
  • English: IELTS 7.0 or equivalent (familiar with SWIFT message terminology)
• Professional Skills:
  • Email Service Expertise: Mastery of email writing standards: Japanese format, English legal disclamers
  • Service Experience: 1+ years in cross-border financial customer service (banks/payment institutions)
  • Preferred: Experience with Japanese banks or Alipay International; COPC or Six Sigma certification

Core Responsibilities

• Handle daily emails: Manage multilingual inquiries (Japanese/English), ensuring compliance with regional regulations and service standards.
• Feedback and escalation of exceptions: Flag high-risk cases, elevate complex cases (e.g., frozen remittances) within SLA.
• User experience optimization: Refine email templates, update multilingual scripts, and implement tool enhancements to boost resolution efficiency.
• Analyze data: Monitor KPIs (e.g., CSAT, resolution rates), identify trends for process optimization.