Japanese Bilingual Customer Support Representative

4 hours ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia INTOUCHCX MALAYSIA SDN. BHD. Full time

Job Description – Japanese Customer Support (Email & Chat) – Intouch CX

Essential Functions

  • Respond promptly and professionally to customer inquiries via email and chat (these are the primary channels for this role)

  • Approximately 90% of the role will involve queue-based typing work

  • The remaining 10% includes training sessions, 1-on-1s, team meetings, and reviewing internal resources or guides

  • Provide troubleshooting support and guidance for customer inquiries related to account issues, billing, and other transactional concerns

  • Consistently meet or exceed performance targets in quality, productivity, and customer satisfaction across all channels

  • Stay informed on the latest product updates and feature releases

  • Identify and escalate isolated or critical customer experiences appropriately

Critical Skills & Requirements

  • Fluency in Japanese and English, with excellent written communication skills in both languages

  • Strong spelling, grammar, and proofreading skills

  • Must be available to work 45 hours per week, including weekends and public holidays, depending on customer needs

  • Minimum 1 year of customer-facing experience (preferably in online support, retail, or hospitality)

  • Ability to understand customer intent, identify root causes of issues, and provide clear, goal-oriented solutions

  • Capable of managing multiple priorities and handling competing requests effectively

Educational Background & Work Experience

  • High school diploma or equivalent is required

  • 6–12 months of experience in a customer service or IT helpdesk role preferred

  • Experience using Zendesk or other customer service platforms is a plus

  • Basic knowledge of HTML, CSS, or web design principles is an advantage

  • Comfortable working independently and collaboratively in a fast-paced, dynamic environment

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