Customer Service Japanese Speaker

• Handle Escalations: Manage and resolve complex customer support cases escalated from our BPO partner teams and internal channels.

• Deliver Expert Support: Provide exceptional support to users and partners via phone and messaging, acting as a subject matter expert.
• Investigate and Analyze: Perform deep-dive analyses into escalated issues to identify root causes and report findings and potential solutions to your Team Lead.
• Improve Support Logic: Propose and help implement improvements to support policies and logic to increase customer satisfaction and efficiency.

• Enhance Operations: Identify and suggest operational improvements to optimize internal workflows and team productivity.

Qualifications

• Bilingual Proficiency: Business-level fluency in both Japanese and English (written and verbal).
• Customer Support Experience: Previous experience in a customer support or call center environment (handling phone and/or written inquiries).
• Residency: Must be legally eligible to work in Malaysia.
• Collaboration: A strong team player with the ability to work effectively with team members, leaders, and stakeholders.
• Resilience: The ability to remain calm, composed, and effective in a fast-paced, high-pressure environment.