Malaysia | Customer Service Representative (N1/N2/Native Japanese Speakers) | BPO - Call Center[...]

Majorel; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a dynamic team as a Customer Service Representative where your passion for helping others meets the thrill of a fast-paced environment. This role supports a multinational e-commerce account, providing essential assistance to customers through phone and chat. You’ll engage with diverse clients, ensuring their needs are met and their issues resolved efficiently. With a focus on excellence, you’ll receive comprehensive training and growth opportunities, all while enjoying a competitive remuneration package and a vibrant workplace culture. If you’re ready to elevate your career and make a difference, this is the perfect opportunity for you!

Benefits

Competitive remuneration package

RM3000 flexi benefit

Convenient working location

Excellent growth and advancement opportunities

Comprehensive insurance coverage

Employee engagement programs

Relocation benefits for expatriates

Various types of leave

Qualifications

• Fluency in Japanese (Native/JLPT N1 or N2) is essential.
• 1+ year experience in customer service via phone/email/chat preferred.

Responsibilities

• Provide support via phone and chat for e-commerce customers.
• Ensure timely resolution of customer inquiries and issues.
• Maintain call center metrics and log interactions accurately.

Skills

Customer Service Skills

Active Listening

Fluency in Japanese

Technical Troubleshooting

Multitasking

Empathy

Interpersonal Skills

Education

Diploma/Degree Certification

Tools

Client’s Contact Management System

Job description

Malaysia | Customer Service Representative (N1/N2/Native Japanese Speakers) | BPO - Call Center: E-commerce Project

Friday, February 21, 2025

We are looking for enthusiastic Customer Service Representatives (Japanese Speakers) to join our team supporting the Multinational E-commerce account. In this role, you are responsible for providing overall support to customers who use the e-commerce site via phone and chat. You will process transactions, prepare correspondence, and fulfill customer needs to ensure satisfaction. Apply today and let’s join #MajorelOneTeam!

Why Join Us?

• Competitive remuneration package (Basic Salary + Language Allowance + Generous KPI bonus program + Shift Allowance + Annual Increment).
• RM3000 flexi benefit per annum (Optical, Dental, IT gadget and also flight ticket when you travel!).
• Convenient working location (5 minutes walk from Ampang Park LRT station).
• Excellent growth and advancement opportunities - we offer you support, skill development, coaching opportunities, and training programs to help you succeed.
• Employee engagement, recognition, and appreciation program.
• Annual Leave, Sick Leave, Hospitalization Leave, Birthday Leave, Child care or Elderly Care Leave, Marriage Leave, Maternity Leave or Paternity Leave, and many more.
• Comprehensive insurance coverage (Group Health Hospitalization Insurance covering spouse + child).
• Relocation benefits for expatriates: 1-way flight ticket to Malaysia + Temporary accommodation + Quarantine cost coverage.
• Multinational working environment. Take your career to the next level working with people from different nationalities, backgrounds, and cultures.

You will play an important role, such as:

• Receiving incoming calls and chats, responding in accordance with the channel received with first call resolution as a goal.
• Providing prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.
• Ensuring contact resolution in a timely manner while maintaining the highest level of quality support in every customer interaction.
• Providing expertise and recommendations; may require some upselling.
• Accurately logging all interactions via the Client’s Contact Management System.
• Successfully maintaining call center metrics.
• Adjusting support approach to accommodate all levels of customer experience.
• Educating customers on support options and the steps being taken to resolve their issues, including online tutorials, in-store programs, and help applications built into the programs.
• Communicating positively and effectively with team members, customers, and other partners.
• Escalating issues to the appropriate department according to established procedures.
• Assisting customers in resolving their service-related issues according to documented procedures and processes.

To succeed in this role, we will need you to have:

• Possess at least a Diploma/Degree certification.
• Written and verbal fluency in the Japanese language (Native/JLPT N1 or N2 speakers).
• Preferably with a minimum of 1-year experience in a customer service role supporting customers via phone/email/chat.
• Excellent customer service skills – active listening, ability to communicate with customers in an empathetic fashion, paraphrasing conversations, diffusing angry customers, and offering resolutions based on procedures and guidelines.
• User-level knowledge of computer technology, personal computers, or other devices related to client products.
• Self-management to work independently in a fast-paced, constantly changing environment.
• Goal-motivated, upbeat individual.
• Excellent interpersonal and teamwork skills.
• Ability to multitask across systems and applications.
• Research and grasp technical information across multiple tools while talking with customers.
• Prioritization and organization skills.
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges.
• Willingness to work on rotational shifts including weekends and public holidays.

Are you ready to make that career shift & grow a great portfolio with us? Click the ‘Apply Now’ button and we will get in touch with you soon.