Customer Support Bilingual Japanese

SIDE MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

SIDE MALAYSIA SDN. BHD. is seeking a multilingual customer support specialist to handle email, chat, social media, and live interactions, resolving technical issues and coordinating with teams.

The role requires fluent English, Chinese, and Japanese (N2), 2–3 years in a global environment, weekend/public-holiday onsite work at the Side Malaysia office, strong communication, gamer perspective troubleshooting, and accurate information delivery.

Qualifications

• English (fluent), Chinese (fluent) and Japanese (fluent-business level), with N2 Certification.
• 2-3 years of experience in a global environment in a similar position.
• Requires to work on weekends and public holidays with a fixed schedule onsite at the Side Malaysia office.
• Strong in both written and communicating in English, Chinese and Japanese - to liaise with Japanese speaking associates.
• Ability to deliver excellent customer service quality utilizing soft skills.
• Able to understand games from a gamer’s perspective and provide in-depth gaming and PC/console troubleshooting support.
• Ability to solve and analyze information accurately with appropriate speed and guidelines.
• Those with strong interest in games are preferred but we welcome those with good customer service experience equivalent industry.

Responsibilities

• Providing customer support and technical issue resolution via email, chat, social media, and other online platforms.
• Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions, and other online platforms.
• Identifying correcting and advising on technical issues in the customer's computer, mobile app, and/or video game console.
• Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing.
• Escalating real-time issues to client/supervisor.
• Translate Japanese to English or Chinese and vice versa.
• Report and minutes writing in Japanese and/or English.
• Attend Japanese client meeting if required.

Skills

Customer service

Multitasking

Communication

Technical troubleshooting

Gaming knowledge

Job description

Providing customer support and technical issue resolution via email, chat, social media, and other online platforms

Handle multiple concurrent chat and email, outbound calls interactions while addressing frequent start and stops from emails, social media interactions, and other online platforms

Identifying correcting and advising on technical issues in the customer's computer, mobile app, and/or video game console

Identifying trends in customer problems and provide clear feedback/inputs to the team members based on independent testing

Escalating real-time issues to client/supervisor

Translate Japanese to English or Chinese and vice versa

Report and minutes writing in Japanese and/or English

Attend Japanese client meeting if required

Requirements:

• English (fluent), Chinese (fluent) and Japanese (fluent-business level), with N2 Certification.
• 2-3 years of experience of working in a global environment in a similar position of advantage.
• Requires to work on weekends and public holidays with a fixed schedule onsite at the Side Malaysia office.
• Strong in both written and communicating in English, Chinese and Japanese - in order to liaise with Japanese speaking associates
• Ability to deliver excellent customer service quality utilizing soft skills
• Able to understand games from a gamer’s perspective and give indepth gaming and PC/console troubleshooting support
• Ability to solve and analyze information accurately with appropriate speed and guidelines
• Those with strong interest in games are preferred but we do welcome those with good customer service experience equivalent industry