Japanese Speaking Customer Service Agent ( REF: DSR :112)

Cross Border Talents; Johor Bahru; Remote; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Fully remote work in Malaysia

Relocation support

Initial comprehensive training

Career growth opportunities

Performance-based incentives

Job summary

Cross Border Talents is seeking a Japanese-speaking Customer Service Agent to join our international team based in Malaysia. You will support customers and business partners via phone, email, and messaging across travel-related inquiries, including hotels, flights and activities.

Prior customer-facing experience and native Japanese are required. The role offers fully remote work from Malaysia, with rotating 24/7 shifts, weekends and public holidays.

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.
• Experience in customer service, travel, hospitality, contact centres or similar environment is a plus.

Responsibilities

• Deliver outstanding customer service across phone, email and messaging channels.
• Handle travel-related enquiries including hotel reservations, flights, activities, bookings and other products.
• Manage high volume enquiries with professionalism and quality.
• Take ownership of customer issues including bookings, pricing discrepancies and invoices.
• Investigate concerns and provide timely resolutions.
• Share feedback and contribute to service delivery improvements.
• Collaborate with internal teams to ensure customer satisfaction.

Skills

Japanese proficiency

English proficiency

Customer-facing experience

Communication skills

Telephone etiquette

Problem-solving

Attention to detail

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!