Japanese CX Specialist – Case Handling & Email Support

PERSOL

Selangor

On-site

MYR 39,000 - 61,000

Full time

6 days ago

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Job summary

PERSOL in Malaysia is seeking a Japanese Speaker - Customer Experience Representative (Uptown - PJ) to focus on Case Handling for the Japan market. You will manage shipment and delivery exceptions, coordinate with customs and internal teams, and maintain clear customer communication through email, calls, and chat.

The role requires JLPT N2 or above, 1–2 years in customer service, strong English, and the ability to work with the Japan business calendar.

Qualifications

Proficient in Japanese (JLPT N2 or higher).
1–2 years of customer service experience.
Strong English communication skills.
Able to communicate in Japanese (speaking, reading, writing).
Ability to manage customer cases and resolve issues.
Familiar with the Japan business calendar and public holidays.

Responsibilities

Handle shipment exceptions with overseas customs authorities.
Coordinate with internal teams and customers to support customs clearance.
Handle delivery exceptions where the destination station cannot complete delivery.
Manage customer communications through email, voice and written channels.
Investigate customer cases and coordinate with relevant internal teams for resolution.
Provide accurate and timely updates to customers.
Maintain proper case documentation and follow established processes.
As familiarity grows, take on calls, emails and chat support.