Japanese/English Bilingual CX Officer

2 weeks ago

Kuala Lumpur, Malaysia Comfort Works Full time
The Role:Comfort Works is looking for an enthusiastic and dedicated customer experience officer to enhance our customer experiences for the Japanese market. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services.
To ensure success as a customer experience officer, you should exhibit in-depth knowledge of customer engagement channels and experience in a similar industry. A top-notch customer experience specialist will be someone whose expertise results in excellent customer relationship management and a positive brand image. You should also be fluent in Japanese and English; excelling in creating a delightful customer experience in all instances.
Take care of our customers and we’ll be sure to take care of you. Comfort Works is dedicated to helping all our employees grow into the best version of themselves. As such, our customer experience officers are given exposure to several different fields that they’d be able to grow into after two years. 
  • Digital Marketing.
  • Growth Marketing.
  • Product Management.
  • Customer Experience Lead.

Key Responsibilities:
  • Tracking customer experiences across online and offline channels (ie. phone calls), devices, and touchpoints.
  • Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
  • Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
  • Identifying customer needs and taking proactive steps to maintain positive experiences.
  • Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.
  • Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
  • Performing product tests, evaluating after-sales and support services, and facilitating improvements.
  • Documenting processes and logging technical issues, as well as customer compliments and complaints.
  • Keeping informed of industry trends and new CRM technologies.

The Requirements:
  • Native/N2 level Japanese speaker and fluent in English.
  • Ability to effectively address customer needs and resolve issues in a timely and professional manner.
  • Keen attention to detail and accuracy in documenting customer interactions, feedback, and inquiries.
  • Cultural sensitivity and awareness, particularly in understanding and navigating differences between Japanese and English-speaking customers.
  • Ability to collaborate effectively with cross-functional teams to ensure seamless customer experiences.
  • Good interpersonal skills with the ability to build rapport and establish positive relationships with customers and colleagues.

The Company:Comfort Works is a globally recognized E-commerce brand that manufactures custom sofa covers for furniture brands such as IKEA, Muji, Pottery Barn, West Elm, Crate and Barrel and many more.
After 10 years in the business and 1 million homes covered, we still maintain our customer first philosophy and our 5 star rating.
Perks and Benefits:
  • Competitive Base Salary with attractive benefits package.
  • Hybrid working arrangements (3 days in office, 2 days WFH).
  • Strong career progression opportunities.
  • Work in an environment that values trust and autonomy.
  • Company Laptop & all the latest gadgets.
  • Parking Allowance & MRT near the office.
  • Casual Working Environment with snacks and a swimming pool.


About Comfort Works:

Comfort Works aims to breathe new life into all of the world’s living space; we do it by creating beautiful, handmade slipcovers that rejuvenate old and tired sofas. Tens of thousands of customers around the globe use our slipcovers to amplify their delight towards their homes. It’s our mission not to just refresh their living space, but to make them fall back in love with it. If this mission speaks to you, join our team today.

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