Remote Japanese-Speaking Travel Support Agent (Malaysia)

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

Benefits offered by this job

Fully remote (Work From Home) in MALAY

Competitive pay

Performance-based bonus

Employee benefits

Relocation support

Comprehensive training and coaching

Access to online learning courses

Career growth and development

International multicultural team

Supportive working environment

Exposure to travel & hospitality

And many more!

Job summary

Cross Border Talents in Malaysia is hiring a Japanese-speaking Customer Service Agent to join its international team. This remote, full-time role handles travel-related inquiries via phone, email and chat, providing high-quality support to customers and business partners.

The ideal candidate speaks native Japanese, communicates well in English, has at least one year in customer-facing roles, and is comfortable with rotating 24/7 shifts.

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 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.

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.

Skills

Japanese proficiency

English proficiency

Customer service

Communication

Job description

Cross Border Talents in Malaysia is hiring a Japanese-speaking Customer Service Agent to join its international team. This remote, full-time role handles travel-related inquiries via phone, email and chat, providing high-quality support to customers and business partners.

The ideal candidate speaks native Japanese, communicates well in English, has at least one year in customer-facing roles, and is comfortable with rotating 24/7 shifts.