Product Solution Administrator (Japanese Speaking)

KEF | Kent Engineering & Foundry; Kuala Lumpur; On-site; MYR 78,000 - 100,000; Full time

Benefits offered by this job

5‑day work week

Employee discounts on KEF products

Long-term career development

Job summary

KEF Malaysia is seeking a dynamic Product Solution Administrator to deliver exceptional customer service across pre- and post-sales stages. You will handle inquiries via phone, email, and live chat, resolve product issues, and coordinate with partners on RMAs, parts orders, and service scheduling.

The role requires strong Japanese and English communication, with Mandarin/Cantonese as a plus, plus familiarity with Salesforce and Microsoft Office.

Qualifications

• Minimum 2 years’ experience in Customer Service or similar role.
• Excellent written and spoken communication skills in Japanese and English.
• Additional Mandarin/Cantonese language is a plus.

Responsibilities

• Provide pre-sales and post-sales support to customers, ensuring a seamless experience across the customer journey
• Handle customer enquiries via phone, email, and live chat with professionalism and empathy
• Assist customers in resolving product issues in a timely and effective manner
• Collaborate with end users, B2B service partners, and internal teams on follow-ups including RMAs, parts ordering, and service coordination
• Adhere to company requirements, policies, guidelines, and procedures at all times
• Handle customer data with care, ensuring protection of personal privacy
• Support continuous improvement of Customer Success processes by sharing insights and feedback
• Perform ad-hoc duties as assigned

Skills

Japanese

English

Mandarin

Cantonese

Tools

Salesforce

Microsoft Word

Microsoft Excel

Job description

KEF is a proud pioneer of excellence in sound. Since 1961, from our UK home, we have created remarkable award-winning speakers. From our ground-breaking Uni-Q technology to our bar-setting LS60 Wireless. KEF exists to fill rooms with music as it was made to be heard, to move souls with truly authentic soundscapes. Now, we’re bringing more people with us on our journey to discover the power of great sound. We are currently seeking a dynamic and customer-focused individual to join our team as a Product Solution Administrator.

Job Summary:

As a Product Solution Administrator, you will play a pivotal role in ensuring our customers receive the highest level of service and support. You will be responsible for handling inquiries, resolving issues, and providing product information to our customers professionally and efficiently. The ideal candidate will have excellent communication skills, a passion for customer satisfaction, and the ability to thrive in a fast-paced and dynamic environment.

Responsibilities:

• Provide pre-sales and post-sales support to customers, ensuring a seamless experience across the customer journey
• Handle customer enquiries via phone, email, and live chat with professionalism and empathy
• Assist customers in resolving product issues in a timely and effective manner
• Collaborate with end users, B2B service partners, and internal teams on follow-ups including RMAs, parts ordering, and service coordination
• Adhere to company requirements, policies, guidelines, and procedures at all times
• Handle customer data with care, ensuring strict protection of personal privacy
• Support continuous improvement of Customer Success processes by sharing insights and feedback
• Perform ad-hoc duties as assigned

Requirements:

• Excellent written and spoken communication skills in Japanese, English. Candidate who can also speak Mandarin and Cantonese will have an added advantage.
• Proficiency in Microsoft Word & Excel
• Clear, professional voice with a friendly and helpful tone
• Minimum 2 years’ experience in Customer Service; call centre or Customer Success experience is an advantage
• Working experience in Acoustics and HiFi industry
• Technical knowledge of HiFi, Acoustics, and wireless products (Wi-Fi, Bluetooth, router) is an advantage
• Customer-focused, self-motivated, with strong problem-solving and communication skills
• Familiarity with Salesforce is an advantage
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Positive and inclusive work environment
• Employee discounts on company products

For more company details, please visit our website at www.kef.com.

We offer attractive remuneration package, 5-day work week and long-term career development opportunities to the right candidate.

We are an equal opportunity employer. The information provided by you will be treated in strict confidence and used for recruitment purpose only.

All personal data collected during the application process will be kept for 12 months after its completion, and will be destroyed thereafter.