Japanese Speaking Customer Service

SUTHERLAND GLOBAL SERVICES MALAYSIA SDN. BHD.-; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Benefits offered by this job

Medical insurance

Dental and optical benefits

Job summary

Sutherland Global Services Malaysia, based in Kuala Lumpur, is seeking a bilingual Japanese/English customer service professional. The role involves handling calls and emails, resolving inquiries, and delivering high-quality support across various scenarios.

Office-based with 40-hour weeks on a rotating schedule. Applicants should have 2 years of college education, JLPT N2 or equivalent for non-native speakers, and prior experience in customer service or sales roles.

Qualifications

• Fluent in Japanese and English with strong communication skills.
• Minimum 2 years of college education or equivalent.
• Experience in a performance-driven environment with defined KPIs.
• Based in Klang Valley (Kuala Lumpur/Selangor) with office attendance.

Responsibilities

• Handle customer calls and emails with prompt, professional service.
• Respond to inquiries and resolve issues across various scenarios.
• Maintain high-quality customer experience in a friendly, knowledgeable manner.
• Utilize internal and client tools to manage interactions and service requests.
• Meet sales targets and service metrics while following HR policies.

Skills

Japanese language

English language

Customer service

Communication skills

Data entry

Multitasking

Education

Two years college education

Job description

Handle customer calls and emails, providing prompt, professional, and personalized support.

Understand and respond effectively to a wide range of customer needs, inquiries, and scenarios.

Deliver a high-quality customer experience in a friendly, confident, professional, and knowledgeable manner.

Stay up to date with client requirements, internal processes, technology applications, utilities, products, and services.

Effectively utilize internal and client-specific tools and applications to manage customer interactions and service requests.

Perform accurate data entry, documentation, and case management in accordance with established procedures.

Collaborate effectively with colleagues and cross-functional teams in a team-oriented environment.

Consistently achieve and maintain required sales targets, performance metrics, and service goals.

Comply with company policies, procedures, and standards as outlined in the HR Handbook.

Key Requirements:

Fluent in Japanese and English, with excellent verbal and written communication skills and a consistently courteous, professional, and customer-focused approach.

Minimum 2 years of college education or an equivalent qualification.

Non-native Japanese speakers must possess at least JLPT N2 or BJT J2 certification.

Minimum 6 months of experience in a performance-driven environment, with exposure to defined KPIs, targets, or performance metrics.

At least 1 year of consistent work experience in a customer service, customer-facing, and/or sales-oriented role.

Minimum 6 months of experience in the hospitality industry.

Strong Japanese and English typing skills. Candidates will be required to complete both written and verbal language assessments in Japanese and English.

Proficient in computer navigation and multitasking, with the ability to work efficiently across multiple systems and applications.

Strong research and information-searching skills, with the ability to effectively utilize search functions to locate and verify information.

Candidates must be currently residing within the Klang Valley, covering Kuala Lumpur and Selangor.

Work Mode: Work at Office (The Horizon, Bangsar South, Kuala Lumpur)

Work Time:

8AM-5PM AND 11AM- 8PM Kuala Lumpur time (40 hours per week on rotation).

9 hours per day with 90 minutes break. 5 Working days, 2 days off based on rotation

Medical insurance

Dental and optical benefits

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have in a Customer Service Role?
• Which of the following types of qualifications do you have?
• Do you have customer service experience?

Business Support Services 101-1,000 employees

About us.

We make digital ™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

About us.

We make digital ™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 35 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

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