Customer Support Executive - Japan

Xevera; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading tech support company in Kuala Lumpur seeks a dedicated support agent to assist clients primarily in the Japanese market. Responsibilities include processing requests across multiple channels and ensuring excellent service quality. Applicants should possess native-level Japanese and professional English, alongside a bachelor’s degree related to business. The role offers competitive compensation, extensive training, health insurance for employees and dependents, generous time off, and various allowances, making it an attractive position for motivated individuals.

Benefits

Competitive compensation

Extensive learning opportunities

Health and life insurance

Generous time off

Sports club membership allowance

Holiday flight tickets and accommodation coverage

Meal and transportation allowance

Education allowance for children's fees

Team-building experiences and corporate parties

Qualifications

• Fluent in Japanese to support the Japanese market.
• Proficient in English for communication with stakeholders.
• Ability to navigate multiple programs accurately.

Responsibilities

• Provide support and issue resolution via live chat, phone, and email.
• Process client requests and solve issues accurately.
• Update clients on their request status.
• Verify submitted documents and prepare reports as needed.
• Meet quarterly KPI targets set by the manager.

Skills

Native-level Japanese

Professional-level English

Troubleshooting skills

Multitasking skills

Self-motivated and highly reliable

Education

Bachelor’s degree in business administration or related field

Job description

Overview

You will provide support and issue resolution by ensuring excellent service is provided across all types of communications to our existing clients. You will answer all technical support questions, handle requests, and maintain a good company image.

You will:

• Process client requests and solve issues via live chat, phone call, and email by navigating multiple programs while paying attention to accuracy and detail.
• Escalate the issue to the appropriate specialist when needed via Salesforce or Jira.
• Update clients on their request status accordingly.
• Verify documents submitted by clients within specific regions on an hourly basis.
• Prepare and interpret reports and documentation as required in the role with acceptable detail and accuracy.
• Understand the company's business functions and roles by attending company seminars and meeting the required assessment target.
• Achieve quarterly KPI targets set by the CS manager.
• Perform other ad hoc tasks assigned by the manager.

What makes you a great fit

• Native-level Japanese and professional-level English communication skills are required, as the role primarily supports the Japanese market and Japan-based stakeholders.
• Troubleshooting and multitasking skills
• Bachelor’s degree in business administration or related field
• Self-motivated and highly reliable

What we offer along the way

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses, and trading workshops
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Allowance for sports club memberships or other physical exercise activities
• Holiday flight tickets and accommodation coverage (within the yearly limit)
• Meal and transportation allowance
• Education allowance for your children’s school and kindergarten fees
• Outstanding team-building experiences and corporate parties

Your journey after applying

Interview with the Talent Acquisition team (up to 40 minutes)