Native Japanese Customer Service Specialist at Penang

Summary of Position:

The applicant is expected to behave as an extension of the brand and take care of our customers to

the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional

service we can offer our customers. You are expected to be a team player, capable of representing

information on behalf of our clients, This includes and is not

limited to understanding and behaving in accordance with (1) the Company values; (2) Products and

Services; (3) Operating Policies and Procedures; and (4) Attainment of goals and KPIs.

Work Location & Schedule:

• Location: Livingston Tower, Penang, Malaysia (Office-based)
• Working Hours: Monday - Friday, 9AM-6PM MYT (5 working days, including Public

Holiday, Subject to change)

Key Responsibilities:

CSS's General Role:

• CSS represents the brand, the culture, and values of our clients
• How you convey will be how our client is perceived by the customers
• Maintaining a positive, empathetic, and professional attitude toward customers at

all times

• Handle customer's concerns positively and professionally
• Interact, support, receive feedback/issue report with or for customers

CSS's Specific Responsibilities and Accountabilities

• Provide timely support to customers through available communication channels

(inbound, outbound calls and email)

• Providing solutions to travel or tour agencies, in ticket reservation, exchange or

refund.

• Processing payment and client information in a manner that is precise and

safeguards the customers personal and payment information's

• Pro-active support to customers to prevent damage to brand loyalty
• Identify and escalate priority issues through proper channels when necessary Malaysia
• Works with other team members in identifying better ways in providing better

customer support

• Maintains and improves quality of service by giving recommendations
• Keeps job knowledge up to date by attending upskill training to improve skill
• Meet all key performance indicators set by the company and client
• Adhere to the policies set by the company.

Main Requirements:

Core Competencies & Proficiencies Levels

• Japanese: Native - Possess strong communication skills, including the ability to

converse, read and write (type) effectively in the native language

• English: Intermediate - Ability to converse, read and write effectively in English is an

added advantage

• Ability to multitask, detailed oriented and possess good problem-solving skills
• Customer oriented with strong interpersonal skills and the ability to communicate

effectively with customers

• Passionate in helping to resolve customer issues / queries and complaint handling
• A team player who thrives in a fast paced, dynamic environment
• A self-starter who is able to work independently and under minimal supervision
• Able to determine the problem/sentiment of each interaction and responds

professionally

• Communicating with customers through all channels (phone, social media, digital,

chat, etc.)

Minimum Skills Required:

• Strong decision-making and analytical skills are due to the nature of the program.
• Preference for applicants with industry or sales/telemarketing experience, but qualified

freshers may still be considered.

• Flexible, adaptable to changes, and willing to be upskilled to other functions.
• Good time management and ability to work under pressure while meeting set goals.
• Confident in handling complex situations and able to communicate clearly.
• Proficient in using desktop systems and navigating web-based applications.
• Ability to multitask and learn quickly.

Job Type: Full-time

Pay: RM8, RM9,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person