Specialist, Customer Experience (Japanese Speaker)

Klook; Kuala Lumpur; On-site; MYR 27,900 - 44,640; Full time

Job summary

A leading travel service provider in Kuala Lumpur is looking for customer service representatives. The role involves handling customer inquiries and complaints through various channels, maintaining a positive attitude, and ensuring issues are resolved according to company procedures. Candidates with proficiency in English, Mandarin, and Japanese are preferred. Fresh graduates are encouraged to apply and must be able to work shifts. The position offers an opportunity to work in a vibrant team environment.

Qualifications

• Fresh graduates are encouraged to apply.
• Able to work shifts including weekends and public holidays.
• Previous experience in customer service is an added advantage.

Responsibilities

• Handles and responds to customer enquiries through various channels.
• Ensures customer inquiries and complaints are resolved according to company processes.
• Maintains accurate information of customer interactions in the system.
• Liaises with external vendors to fulfill booking changes.

Skills

Proficient in English

Proficient in Mandarin

Proficient in Japanese

Problem-solving mindset

Strong written communication skills

Strong verbal communication skills

Attention to detail

Team player

Education

Fresh graduates

Job description

What You'll Do

• Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfill booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements

What You'll Need

• Fresh graduates are encouraged to apply
• Proficient in English / Mandarin and Japanese (both verbal and written).
• Previous experience in customer service is an added advantage
• Able to work shifts (including weekends, public holidays, overnight)
• Possess a problem-solving mindset to proactively find solutions for customer needs
• Strong written and verbal communication skills to communicate clearly and effectively with our customers
• Good team player to work collaboratively in a team environment
• Keen attention to detail in completing tasks accurately and thoroughly