[Japanese Speaker | Non-Voice] Customer Service Specialist

TDCX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer support company in Kuala Lumpur is seeking individuals to provide exceptional support to online game users. This role involves responding to inquiries via chat and email, addressing issues such as account access and payment inquiries. Ideal candidates will have customer service experience and proficiency in Japanese (JLPT N2) and English (B2). This position offers a shift-based schedule, focusing on enhancing user satisfaction and retention.

Qualifications

• Provide customer support via chat and email, focusing on online game users.
• Handle inquiries related to account access, billing, and security.
• Meet KPIs for response time and quality.
• Collaborate with internal teams for issue resolution.

Responsibilities

• Investigate and resolve user issues accurately and promptly.
• Build positive relationships with users for better satisfaction.
• Maintain customer service experience standards.

Job description

Job Description

• Provide customer support to online game users through chat and email channels (no voice support).
• Handle inquiries related to:
  • Account access and login issues
  • Application crashes or shutdowns
  • Payment methods and billing inquiries
  • In-game purchase issues
  • Account security and unauthorized access cases
• Accurately investigate issues and provide clear, timely resolutions.
• Build positive relationships with users to enhance satisfaction and retention.
• Meet individual and team KPIs, including response time and quality metrics.
• Collaborate with internal teams to elevate and resolve complex issues when required.

Job Details

• Location: Kuala Lumpur (KL Sentral)
• Working Hours: Shift-based, 9:00 AM - 6:00 PM
• Language Requirements (Both required):
  • Japanese: JLPT N2 or above
  • English: B2 level or above
• Customer service experience preferred.
• Joining Date: 2 February