Japanese-Speaking Customer Support Specialist

Sutherland; Kuala Lumpur; On-site; MYR 50,000 - 84,000; Full time

Job summary

Sutherland is seeking a Customer Service Associate who can communicate in Japanese to support our Kuala Lumpur team. You will handle inquiries via phone, email, and chat, ensuring accurate information and a positive customer experience.

Based in Bangsar South, this full-time role emphasizes empathy, clear communication, and timely resolution while collaborating with colleagues to maintain high service standards.

Qualifications

• Fluent Japanese (speaking, listening and writing) required.
• Customer service experience is required.
• Strong communication and problem-solving skills.
• Ability to multitask in a fast-paced environment.
• Experience with CRM systems is preferred.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels in Japanese and English.
• Provide accurate, timely, and empathetic support to resolve customer issues.
• Document customer interactions and maintain records in the CRM.
• Identify customer needs and recommend appropriate solutions or products.
• Follow up to ensure issues are resolved satisfactorily.
• Escalate complex issues to senior team members when necessary.
• Maintain a professional and friendly demeanor while handling multiple interactions.
• Share knowledge and support colleagues to maintain a positive team environment.
• Adhere to company policies, procedures, and quality standards.
• Seek opportunities to improve customer experience and service delivery.

Skills

Japanese language proficiency

Customer service experience

Interpersonal skills

Time management

Multitasking

Computer literacy

Tools

CRM systems

Job description

Sutherland is seeking a Customer Service Associate who can communicate in Japanese to support our Kuala Lumpur team. You will handle inquiries via phone, email, and chat, ensuring accurate information and a positive customer experience.

Based in Bangsar South, this full-time role emphasizes empathy, clear communication, and timely resolution while collaborating with colleagues to maintain high service standards.