Customer Service Specialist(Japanese)

10 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Manpower Malaysia Full time 40,000 - 80,000 per year

Job Title:
Multilingual Customer Service Specialist

Language:
Japanese/English

Hiring Mode:
Contract Basis under manpower

Salary:
Basic + KPI + Annual Bonus(Up to 1month basic)

Nationality:
Local only

Location:
TRX, Kuala Lumpur

Start Date:
ASAP

Core Competency Requirements

1. Language Proficiency

  • Japanese:
    JLPT N1 level; capable of handling business correspondence and financial dispute documentation.
  • English:
    Equivalent to IELTS 7.0 or higher; familiarity with SWIFT message terminology.

2. Professional Skills

  • Email Service Expertise:
    Strong command of professional email writing, including Japanese business format and English legal disclaimers.
  • Customer Service Experience:
    Minimum 1 year of experience in cross-border financial customer service (e.g., banking or payment institutions) or related. - open to negotiable if have cs experience
  • Preferred Background:
    Experience in Japanese banks ; COPC or Six Sigma certification is an advantage.

Core Responsibilities

  • Email Handling:
    Manage daily multilingual inquiries (Japanese/English) while ensuring compliance with regional regulations and internal service standards.
  • Issue Escalation:
    Identify and escalate high-risk or complex cases (e.g., frozen remittances) within defined SLAs.
  • User Experience Optimization:
    Improve email templates, update multilingual scripts, and support tool enhancement initiatives to increase resolution efficiency.
  • Data Analysis:
    Monitor key KPIs (CSAT, resolution rate, etc.) and identify trends to drive continuous process improvement.

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