Global Japanese-Speaking Support Specialist

TikTok Inc.

Kuala Lumpur

On-site

MYR 40,000 - 70,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

TikTok Kuala Lumpur is seeking a customer service-focused professional fluent in English and Japanese to handle inquiries from Japanese users and creators. You will investigate escalations, log knowledge-base Q&A, and collaborate with multiple teams to resolve issues with speed and care.

The role requires at least two years in customer service, strong communication skills, and experience with CRM tools. You will contribute to reducing escalations and improving overall user experience in a

Qualifications

BA/BS degree or equivalent practical experience.
Proficiency in English & Japanese is required, due to coverage of Japanese market and content.
Minimum of 2 years’ experience in a customer service environment.

Responsibilities

Manage customer/creator inquiries in Japanese via the CRM tool or direct contact.
Identify root causes of escalated issues and provide resolutions; log Q&A in knowledge base.
Escalate critical/high-risk cases promptly to the appropriate authority.
Coordinate with other teams to resolve issues, follow up, and close escalations.
Identify recurring issues to reduce escalations and improve processes.
Respond to internal and external Japanese-speaking escalations quickly and professionally.
Adhere to procedures and guidelines while delivering quality service in Japanese.
Support ad-hoc projects and initiatives as needed.