Bilingual Customer Support(Japanese-speaking)

3 days ago

Klang, Selangor, Malaysia Internet Initiative Japan (IIJ) Full time


日本から渡航される方はEP及び初回渡航費をサポートします

Position Overview

We are looking for bilingual professionals (Japanese and English) to join our Malaysia Support Center. In this role, you will provide customer support for clients across the globe, including Japan, through a rotating
3-days-on, 3-days-off shift schedule
.

Responsibilities

  • Serve as the single point of contact for service and equipment incidents, handling inquiries
    24/7, 365 days a year
    , regardless of vendor or carrier.
  • Escalate issues to the appropriate internal teams to ensure swift and effective resolution.
  • Provide first-level support tailored to each customer's service environment and operational needs.
  • Handle inquiries in both Japanese and English from customers in Japan and overseas.
  • Coordinate incident responses with vendors and carriers both domestically and internationally.
  • Utilize language support services to assist customers in other ASEAN languages when necessary.
  • Escalate issues promptly to on-site operation engineers in Japan or overseas offices to ensure specialized and efficient incident handling.
  • Communicate with customers through phone, email, and chat.

Work Location

  • Malaysia Support Center (1 minute walk from Surian Station)
  • For candidates relocating from Japan, we provide a
    2-year Employment Pass (EP)
    and cover initial travel expenses.

Required Skills & Qualifications

  • Business-level proficiency in
    both Japanese and English
    (speaking, reading, and writing)
  • Excellent communication skills via phone, email, and chat

Preferred Experience

  • Additional language skills (e.g., Chinese)
  • Experience working in a call center or contact center
  • Basic knowledge of IT and networking

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