Job Description

We are looking for enthusiastic Customer Service Representative (Japanese Speakers) to join our team supporting the Multinational E-commerce account. In this role, you are responsible for providing overall support to customer who use ecommerce site via phone and chat. Processes transactions, prepares correspondence, and fulfills customer needs to ensure customer 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 opportunity 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 / Marriage 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 you career to the next level working with people from different nationalities, background, culture.

You will play an important role, such as:

• Receives incoming call and chat. Responds in accordance with channel received with first call resolution as a goal.
• Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
• Provides expertise and recommendations; may require some upselling.
• Accurately logs all interactions via Client’s Contact Management System.
• Successfully maintains call center metrics.
• Recognizes and adjusts support approach to accommodate all levels of customer’s experience.
• Educates customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs.
• Communicates positively and effectively with team members, customers, and other partners.
• Escalates issues to the appropriate department according to established procedures.
• Assists the customer in resolving their service related issue 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 minimum 1-year experience in a customer service role in supporting customers via phone/email/chat.
• Excellent customer service skills – active listener, ability to communicate with customer in empathetic fashion, paraphrase conversation, diffuse angry customer and offer resolution based on procedures and guidelines.
• User-level knowledge of computer technology, personal computer 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.
• Willing to work on rotational shift including weekend and public holiday.

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.