Customer Service Executive: Japanese Speaker

2 days ago

Cyberjaya, Selangor, Malaysia Trinitys Full time 30,000 - 50,000 per year
  • 【Job Profile Summary】 We are seeking a Japanese-speaking Customer Service Representative to join our Travel Account team. In this role, you will provide exceptional support to customers by handling inquiries related to travel bookings, cancellations, and general travel assistance. You will communicate effectively in Japanese and English, ensuring a seamless customer experience while adhering to company policies and service standards. 【Job Description】 Your Key Responsibilities are:
    • Respond to customer inquiries via phone, email, and chat in Japanese and English.
    • Assist customers with hotel reservations, itinerary changes, and travel-related concerns.
    • Provide accurate information on hotel policies, rates, and promotions.
    • Resolve customer issues promptly and professionally, escalating complex cases when necessary.
    • Maintain detailed and accurate records of customer interactions in the system.
    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
    • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
    • Collaborate with internal teams to ensure timely resolution of customer requests.
    • Participate in activities designed to improve customer satisfaction and business performance
    • Prepare complete and accurate work including appropriately notating accounts as required
    • Track, document and retrieve information in call tracking database Candidate Profile
    • We prefer someone that holds degree with three to six months of relevant experience in Travel Thus College Level with minimum of 2 year is considered as long as candidate has 2years solid experience in the role
    • Courteous, no integrity issue and possesses strong customer service orientation
    • Strong computer navigation skills, Keyboarding Skills, internet surfing and PC Knowledge.
    • Ability to effectively communicate, both written and verbally as a bilingual speaker for first language of support as well as English. (With basic understanding of industry related terminologies.
    • Dependable with strong attention to detail
    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
    • Tolerance for repetitive work in a fast-paced, high production work environment
    • Ability to work as a team member, as well as independently
    • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
    • Ability to rotate shifts, as needed
    • Based on location and/or program, additional experience/skills may be required *Job requirements may vary by country and will not contravene any local laws

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