Japanese Speaking Customer Service Agent

Cross Border Talents; Kuala Lumpur; Remote; MYR 48,000 - 60,000; Full time

Benefits offered by this job

Remote work (WFM)

Relocation support

Initial comprehensive training

Learning opportunities

Career growth

Multicultural team

Inclusive environment

Job summary

Cross Border Talents in Malaysia is seeking a Japanese-speaking Customer Service Agent to join an international team. You will handle customer inquiries across phone, email and messaging channels, delivering high-quality support for travel-related services.

The ideal candidate is a native Japanese speaker with strong English, excellent communication, and at least 1 year in a customer-facing role. This is a fully remote position based in Malaysia, with rotating 24/7 shifts including weekends and

Qualifications

• Native-level Japanese proficiency (spoken and written).
• Good command of English, both written and spoken.
• Minimum of 1 year of experience in a customer-facing or partner-facing role.
• Previous experience in travel, hospitality, contact centres or similar environment is a plus.
• Strong customer service orientation with empathy, patience and professionalism.
• Willingness to work rotating 24/7 shifts, including weekends and public holidays.

Responsibilities

• Deliver outstanding customer service by assisting customers and partners through phone, email and messaging channels.
• Handle a wide range of travel-related enquiries including hotel bookings, flights, activities and other products.
• Manage a high volume of enquiries with professionalism, accuracy and service quality.
• Take ownership of customer issues and provide timely and effective resolution.
• Investigate customer concerns and identify solutions to ensure a positive experience.
• Identify opportunities to improve customer service through self-service solutions and process improvements.
• Share feedback to improve service delivery and operational efficiency.
• Maintain regular communication with team leaders and managers for updates and coaching.

Skills

Native Japanese

English proficiency

Customer service

Communication skills

Teamwork

CRM software

Tools

CRM software

Job description

Position: Customer Service Agent (Japanese Speaking)

Location: Malaysia

Work Model: Remote (Work From Home)

Employment Type: Full-time

Working Hours: Rotating 24/7 shifts, including weekends and public holidays

ABOUT THE ROLE

We are looking for a customer-focused and service-oriented Japanese-speaking Customer Service Agent to join our client's international team in Malaysia.

In this role, you will be responsible for delivering high-quality customer support to customers and business partners across multiple communication channels, including phone, email and messaging platforms.

You will assist customers with a wide range of travel-related enquiries, including hotel reservations, flights, activities and other travel products. You will be expected to handle enquiries professionally, resolve customer concerns efficiently and ensure a smooth and positive customer experience throughout every interaction.

The ideal candidate is a native Japanese speaker with a good command of English, excellent communication skills and at least one year of experience in a customer-facing or partner-facing position.

This is an excellent opportunity to join a global organisation, work remotely from Malaysia and develop your career within an international customer service environment.

DUTIES AND RESPONSIBILITIES

• Deliver outstanding customer service by assisting customers and business partners through phone, email and messaging channels.
• Handle a wide range of travel-related enquiries concerning hotel reservations, flights, activities, bookings and other travel products.
• Manage a high volume of customer and partner enquiries while maintaining professionalism, accuracy and service quality.
• Take ownership of customer issues and concerns, including booking-related matters, operational queries, pricing discrepancies and invoice enquiries.
• Investigate customer concerns, identify appropriate solutions and ensure timely and effective resolution.
• Provide accurate information and guidance while ensuring a consistent and positive customer experience.
• Identify opportunities to improve customer service through self-service solutions, process enhancements and operational improvements.
• Share customer feedback and contribute to initiatives aimed at improving service delivery and operational efficiency.
• Maintain regular communication with Team Leaders and Managers regarding performance, feedback, operational updates and coaching requirements.
• Work collaboratively with internal departments and the wider team to ensure efficient issue resolution and customer satisfaction.
• Perform administrative and operational duties whenever required.

REQUIREMENTS

• Native-level Japanese proficiency (spoken and written).
• Good command of English, both written and spoken.
• Minimum of 1 year of experience in a customer-facing or partner-facing role.
• Previous experience in customer service, travel, hospitality, contact centres or a similar environment will be an advantage.
• Strong customer service orientation, with excellent listening skills, empathy, patience and professionalism.
• Excellent verbal and written communication skills.
• Professional telephone etiquette and confidence handling customer interactions.
• Strong problem-solving skills and the ability to take ownership of customer enquiries.
• Excellent attention to detail and the ability to handle multiple enquiries accurately.
• Ability to work effectively in a fast-paced, performance-driven environment.
• Willingness and flexibility to work rotating 24/7 shifts, including weekends and public holidays, according to business requirements.
• High degree of integrity, professionalism and discretion when handling confidential customer information.
• Ability to work independently and collaboratively within an international team.
• Must be based in Malaysia and able to work remotely from Malaysia.

BENEFITS

• Fully remote working arrangement (Work From Home) in Malaysia.
• Competitive compensation package.
• Performance-based bonus opportunities.
• Employee benefits.
• Relocation support.
• Initial comprehensive training and ongoing coaching.
• Access to thousands of free online learning courses.
• Career growth and professional development opportunities.
• Opportunity to work with an international and multicultural team.
• Inclusive, collaborative and supportive working environment.
• Exposure to the global travel and hospitality industry.
• And many more!