Chat customer support

ROLE: *Chat Customer Support – Japanese (Native & Non-Native Speaker)*

Note: For other Nationalities JLPT N1 or N2 Certificate is required.

Location: Penang, Malaysia.

Total Salary: Native Japanese RM 9,100 - (RM7,500 + RM1,000 Language allowance + Housing allowance RM600 for EP holders

Total Salary: Non Native Japanese RM 8,600 - (RM7,000 + RM1,000 Language allowance + Housing allowance RM600 for EP holders

Work hour: 5 working days per week (Monday to Sunday rotation). 8-hour shifts between 7:00 AM – 8:00 PM (MYT)

Joining Date: 17th November 2025

Requirement: Diploma with Customer Service experiences 2 - 3 yrs, or degree holder. Work-from-home may be available based on one's performance after 6 months (not 100% guaranteed, subject to change). All candidates must relocate to Penang for training and onboarding.

*Qualifications*

Education background:

• Bachelor's Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension)

*Work experience:*

• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
• Call centre experience is not a 'must' but would be a distinct advantage

*Required Interpersonal Skills:*

• Must be tech savvy and interested in the customer's products and platform features
• Ability to meet sales targets, while providing a stellar customer experience
• Strong capability of transitioning support calls to solutioning sales opportunities
• Proven ability to promote and build extraordinary customer rapport
• Multitasking and computer navigation abilities
• Ability to take complete ownership of customer issues and provide top tier service while resolving the issue before ending the call
• Coachable, learner mindset, ability to take feedback and proactively apply it to improve results
• Self-driven to achieve targets and deliver superior service
• Must be able to speak, read and write the required language to support

*Preferred requirements:*

• 3+ years sales experience in a consultative selling role
• Solid understanding of client products/services
• Experience in B2B consultative sales, relationship building and using CRM systems
• Experience owning and/or operating a small and/or midsize business (SMB).
• 1+ years' experience in a commission, bonus, and/or metrics-driven environment

*Technical Skills:*

• Minimum typing speed of 50wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office
• Experience in Customer Support / Technical Support will be added advantage
• Have basic understanding on HTML and Java will be added advantage.

*Responsibilities*

• Field inbound calls and exhibit the correct sales and customer experience behaviors throughout the entire interaction
• Take a consultative approach to uncovering needs and forming solutions of new products and services that will help their businesses succeed
• Offer resolution within our scope of support (SOS), providing direction for third party resolution or consultation regarding a paid solution, as appropriate
• Troubleshoot client products as needed to resolve each call the first time
• Meet metrics such as First Call Resolution, Conversion Rates, Net Promoter Score, and New Sales
• Demonstrate extraordinary interpersonal skills and the ability to thrive, multi-task, and prioritize in a high-volume, dynamic environment

Job Type: Full-time

Pay: RM8, RM9,100.00 per month

Application Question(s):

• Are you located in Penang Malaysia

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Customer chat support : 2 years (Required)
• Consultative selling role : 3 years (Preferred)
• Consultative sales using CRM : 2 years (Preferred)

Language:

• Japanese N1 or N2 (Required)
• English (Required)

Location:

• Penang Hill (Required)