Customer Service Specialist

Position: Customer Service, Advisor I

Location Cyberjaya, Selangor, Malaysia

Business Hours: Rotating shift 7am-10:30pm (8 hours working/1 hour lunch /30mins Break time)

Business days: Monday Sunday (5 working days/2 days off)

Language: Japanese only with N1 certificate

Candidate needs to relocate Malaysia

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.

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