Global Japanese Customer Care Specialist

TikTok; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TikTok Live is seeking a Global Customer Service Representative for the Japanese market. This role handles inquiries from Japanese-speaking users and creators via CRM, delivering timely resolutions and logging knowledge for future reference.

Fluency in English and Japanese is required, with at least two years in customer service. Join a dynamic, global team and contribute to high-quality customer experiences on a leading video platform.

Qualifications

• BA/BS degree or equivalent practical experience.
• Proficiency in English and Japanese; English as working language.
• Minimum of 2 years' experience in a customer service environment.

Responsibilities

• Handle customer/creator inquiries in Japanese via CRM or with other teams.
• Identify root causes of escalated issues and provide resolutions; log Q&A in knowledge base.
• Elevate high-risk cases promptly to the appropriate authority.
• Coordinate with other teams to resolve issues and ensure close-loop on escalations.
• Identify ongoing issues to reduce escalations and improve customer experience.
• Respond quickly and professionally to Japanese-speaking escalations while meeting quality expectations.
• Follow established procedures to deliver quality service in Japanese.
• Support ad-hoc projects per business needs.

Skills

English

Japanese

Education

BA/BS degree or equivalent

Tools

Excel

Word

Job description

TikTok Live is seeking a Global Customer Service Representative for the Japanese market. This role handles inquiries from Japanese-speaking users and creators via CRM, delivering timely resolutions and logging knowledge for future reference.

Fluency in English and Japanese is required, with at least two years in customer service. Join a dynamic, global team and contribute to high-quality customer experiences on a leading video platform.