Japanese Speaking Customer Service Agent- Relocate to Malaysia ( REF: DSR :112)

Cross Border Talents; Cebu City; Remote; PHP 697,000 - 1,133,000; Full time

Benefits offered by this job

Relocation support

Comprehensive training

Learning courses

Career growth

International team

Job summary

Cross Border Talents is seeking a Japanese-speaking Customer Service Agent to support customers and partners from Malaysia in a remote capacity. You will handle travel-related inquiries across multiple channels, ensuring a smooth and positive experience while maintaining high service quality.

The ideal candidate is a native Japanese speaker with English proficiency and at least 1 year of customer-facing experience, ready to work in rotating shifts and contribute to process improvements within an

Qualifications

• Native-level Japanese proficiency (spoken and written).
• Good command of English (written and spoken).
• Minimum 1 year of customer-facing or partner-facing experience.
• Experience in travel, hospitality, or contact centres is a plus.
• Strong listening, empathy and professionalism.

Responsibilities

• Deliver outstanding customer service across phone, email, and messaging channels.
• Assist with travel-related enquiries including hotel, flights, activities.
• Handle high volume inquiries with professionalism and accuracy.
• Take ownership of customer issues and provide timely resolutions.
• Provide accurate information and guidance to ensure a positive experience.
• Identify opportunities to improve service through self-service and process improvements.
• Collaborate with internal teams to resolve issues and maintain satisfaction.
• Participate in training and coaching feedback loops.

Skills

Japanese proficiency

English proficiency

Customer-facing experience

Communication skills

Problem solving

Job description

Position: Customer Service Agent (Japanese Speaking)
Location: Malaysia - Proposing interesting relocation package
Employment Type: Full-time
Working Hours: Rotating 24/7 shifts, including weekends and public holidays

ABOUT THE ROLE

We are looking for a customer-focused and service-oriented Japanese-speaking Customer Service Agent to join our client's international team in Malaysia.

In this role, you will be responsible for delivering high-quality customer support to customers and business partners across multiple communication channels, including phone, email and messaging platforms.

You will assist customers with a wide range of travel-related enquiries, including hotel reservations, flights, activities and other travel products. You will be expected to handle enquiries professionally, resolve customer concerns efficiently and ensure a smooth and positive customer experience throughout every interaction.

The ideal candidate is a native Japanese speaker with a good command of English, excellent communication skills and at least one year of experience in a customer-facing or partner-facing position.

This is an excellent opportunity to join a global organisation, work remotely from Malaysia and develop your career within an international customer service environment.

DUTIES AND 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.

REQUIREMENTS

• 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.

BENEFITS

• Competitive compensation package.
• Performance-based bonus opportunities.
• Employee benefits.
• Relocation support.
• Initial comprehensive training and ongoing coaching.
• Access to thousands of free online learning courses.
• Career growth and professional development opportunities.
• Opportunity to work with an international and multicultural team.
• Inclusive, collaborative and supportive working environment.
• Exposure to the global travel and hospitality industry.
• And many more!