Japanese Speaker - Customer Experience Representative (Uptown - PJ)

PERSOL; Selangor; On-site; MYR 39,000 - 61,000; Full time

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.

Skills

Japanese language capability (JLPT N2+

Customer service experience

English communication

Education

Diploma / Degree / SPM / STPM

Job description

Japanese Speaker - Customer Experience Representative (Uptown - PJ)

The successful candidates will initially focus primarily on Case Handling for the Japan market.

Responsibilities include:

Handling shipment exceptions where packages are held by overseas customs authorities.

Coordinating with internal teams and customers to support customs clearance.

Handling delivery exceptions where the destination station is unable to complete delivery.

Managing customer communication through email, voice and written channels.

Investigating customer cases and coordinating with relevant internal teams for resolution.

Providing accurate and timely updates to customers.

Maintaining proper case documentation and following established processes.

Once candidates become familiar with the case handling process, they may gradually be assigned additional customer service responsibilities, including calls, emails and chat support.

Mandatory Requirements:

• Japanese language capability at JLPT N2 level or above
• Minimum 1 to 2 years of customer service / customer support experience
• Good English communication skills
• Able to communicate effectively in Japanese, including speaking, reading and writing
• Comfortable handling customer cases and resolving issues
• Able to work according to the Japan business calendar and public holidays
• Diploma, Degree, SPM or STPM candidates can be considered, provided they meet the language and experience requirements.

Working Hours:

Monday to Thursday: 8:00 AM to 6:00 PM
Friday: 8:00 AM to 5:00 PM