Customer Support Bilingual Japanese

Side; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Benefits offered by this job

Transportation allowance

Medical Re-imbursement

Job summary

Side Malaysia is seeking a multilingual support specialist to join our customer support team. You will resolve technical issues and help gamers across email, chat, social media, and other platforms.

Fluency in English, Chinese, and Japanese (N2) is required; on-site weekend shifts apply. You will translate as needed, document issues, and escalate critical problems to the supervisor.

This is a 12-month contract with shift-based hours, offering transportation allowance and medical reimbursement.

Qualifications

• 2-3 years global customer support experience.
• Onsite at Side Malaysia office with weekend/public holiday shifts.
• Strong written and verbal communication in English, Chinese and Japanese.
• Gaming/PC or console troubleshooting knowledge is a plus.

Responsibilities

• Provide customer support and resolve technical issues via email, chat, social media, and other online platforms.
• Handle multiple chat and email conversations, including outbound calls, with frequent start/stop from messages.
• Identify, diagnose, and advise on technical issues in gaming PC/console apps.
• Escalate real-time issues to client/supervisor and provide clear feedback.
• Translate between Japanese and English or Chinese as required.
• Prepare reports and meeting minutes in Japanese and/or English.
• Attend Japanese client meetings if required.

Skills

English (fluent)

Chinese (fluent)

Japanese (N2, fluent-business)

Job description

Job description

• Providing customer support and technical issue resolution via email, chat, social media, and other online platforms.
• To be able to 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
• Team player
• Those with strong interest in games are preferred but we do welcome those with good customer service experience equivalent industry

Working condition

• 12 month contract fixed
• Onsite (Shift-based, 2 days off a week)
• 9am~6pm (1 hour break)

Benefits

• Transportation allowance
• Medical Re-imbursement