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

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.