Designation: Associate Customer Support

Gratitude Inc; Cyberjaya; On-site; MYR 89,000 - 112,000; Full time

Benefits offered by this job

Transportation allowance

Shift allowance

Visa support

Job summary

Gratitude Inc. seeks an Associate Customer Support in Cyberjaya, Malaysia. You will handle live customer contacts, provide resolutions, and support ongoing processes from a full-time office setting.

The role requires native-level Japanese or JLPT N1 proficiency, and a strong focus on customer care. Rotational shifts include mornings and evenings with shift allowances. Visa support is available for eligible candidates.

Qualifications

• Excellent customer service skills.
• Excellent verbal communication skills in Japanese.
• Passionate towards serving customers with high levels of customer obsession.
• Open to rotational and night shifts.
• Graduates or experienced candidates with relevant background.

Responsibilities

• Handle phone calls with customer queries and provide resolution to end users.
• Escalate priority issues per Client specifications to the immediate lead as applicable.
• Provide inputs on process changes and best practices.
• Stay updated with new updates, process changes and updates.
• Maintain exemplary attendance and punctuality.
• Ad-hoc responsibilities as designated by the supervisor.

Skills

Customer service

Japanese language

Verbal communication

Shift work

Educational background

Education

High School Graduate

Vocational College Graduate

University Graduate

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Designation: Associate Customer Support
Location: Cyberjaya, Malaysia
Salary range: RM 8k to 10k basic (depending upon CS experience) + RM 500 transportation allowance + Shift allowance
Work mode: Full time office mode
Working days/hours: Rotational shift (Morning and afternoon) (Shift allowance applicable for afternoon shift)
Shifts: 8AM-17PM/9AM-18PM/13PM-22PM/15PM-24AM MYT

Language proficiency required: Japanese
***Prior Experience in Ecommerce preferred***

Experience: NA

Position Summary:
Handle live contacts of customers and provide appropriate solution to their queries

Roles and Responsibilities

• Handle phone calls with customer queries and provide resolution to end users
• Escalate priority issues per Client specifications to the immediate lead as applicable
• Provide inputs on process changes and best practices.
• Stay updated with new updates, process changes and updates.
• Maintain Exemplary Attendance and Punctuality
• Any Ad-hoc responsibilities as designated by the supervisor

Key Deliverables (KRA Measure)

• Provide exemplary customer satisfaction
• Meet quality standards on all handled contacts
• Complete 9 hours of staffed time on all rostered days
• Handle contacts while maintaining KPI targets as per agreed limits

Applicant’s Specifications & Qualification:

• Excellent customer service skills
• Excellent verbal communication skills in Japanese
• Passionate towards serving the customer and displays high levels of customer obsession
• Open to work in rotational and night shifts
• Candidate must be college or vocational school graduates or possess comparable work experience

Key Highlights of the Requirement:

Language Requirement: Native Japanese speakers or JLPT N1 certified candidates (JLPT N2 will not be acceptable)
Global sourcing is open — candidates can be based anywhere in the world
Visa support will be provided for eligible candidates

Education:

High School Graduate: Requires at least 7~8 years of working experience.
Vocational College Graduate: Requires at least 4~5 years of working experience.
University Graduate/ To be Graduated in 2026: No working experience will be acceptable.

Assessments:

JP LAT (Attached)-> answer sheet is provided
Typing test link: https://10fastfingers.com/typing-test/japanese

Hiring approach:

Candidates must complete the 2 assessments and typing test (screenshot of the score is required)
RMG Pre-screening
Ops round (1 ~ 2 rounds)

VISA processing timeline: 3~4 months post selection and submission of relevant documents
For Expats Employment VISA, 1 way flight ticket and 1 week hotel accommodation cost is reimbursed.