Customer Service Specialist (Japanese Speaker)

As a Customer Service, you will be responsible for resolving customer queries, recommending effective solutions, and guiding users of a global top-tier travel service to ensure outstanding customer experiences (CX).

Overall Responsibilities:

• Respond to customer inquiries in a timely andaccurate manner via live chat, email, outbound and inbound calls, and other platforms as required.
• Provide accurate and clear information about the client’s services and products.
• Leverage market-specific knowledge and insights to identify and develop scalable support solutions.
• Identify and escalate priority issues to higher management when necessary.
• Document details of customer interactions,including inquiries, complaints, and actions taken.
• Perform other duties as assigned.

Requirements:

• Language Skills:
• Japanese: N1 or N2 holders
• English: Intermediate (B1 level)
• Clear and professional speaking ability: proper intonation, pronunciation, and no filler words; capable of handling voice and outbound calls if required.

Preferred Experience:

• Work experience in the travel or airline industry
• At least 1 year of relevant experience incustomer service (inbound, outbound, or digital channels)
• Experience in live chat support, digital support teams, or social media customer service

Core Competencies:

• Excellent communication skills in Japanese(verbal and written)
• Ability to multitask, with strong attention to detail and problem-solving skills
• Customer-focused with strong interpersonal skills
• Passionate about resolving customer issues and handling complaints professionally
• A proactive team player who thrives in a fast-paced, dynamic environment
• Self-motivated and capable of working independently with minimal supervision
• Annual Leave
• Medical and Hospitalisation Leave
• EPF
• SOCSO
• EIS
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus
• 5 Working Days