Malaysia | Customer Service Representative (N1/N2/Native Japanese Speakers) | BPO - Call Center: E-commerce Project

• Competitive remuneration package (Basic Salary + Language Allowance + Generous KPI bonus program + Shift Allowance + Annual Increment).
• RM3000 flexi benefit per annum (Optical, Dental, IT gadget and also flight ticket when you travel !!)
• Convenient working location (5 minutes walk from Ampang Park LRT station).
• Excellent growth and advancement opportunities - we offer you support, skill development, coaching opportunity and training programs to help you succeed.
• Employee engagement, recognition and appreciation program.
• Annual Leave/ Sick Leave / Hospitalization Leave/ Birthday Leave / Child care or Elderly Care Leave/ Marriage Leave / Maternity Leave or Paternity Leave / Marriage Leave and many more.
• Comprehensive insurance coverage (Group Health Hospitalization Insurance covering spouse + child).
• Relocation benefits for expatriates: 1-way flight ticket to Malaysia + Temporary accommodation + Quarantine cost coverage.
• Multinational working environment. Take you career to the next level working with people from different nationalities, background, culture.

• Receives incoming call and chat. Responds in accordance with channel received with first call resolution as a goal.
• Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
• Provides expertise and recommendations; may require some upselling.
• Accurately logs all interactions via Client's Contact Management System.
• Successfully maintains call center metrics.
• Recognizes and adjusts support approach to accommodate all levels of customer's experience.
• Educates customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs.
• Communicates positively and effectively with team members, customers, and other partners.
• Escalates issues to the appropriate department according to established procedures.
• Assists the customer in resolving their service related issue according to documented procedures and processes.

• Possess at least a Diploma/Degree certification.
• Written and verbal fluency in the Japanese language (Native/JLPT N1 or N2 speakers).
• Preferably with minimum 1-year experience in a customer service role in supporting customers via phone/email/chat.
• Excellent customer service skills - active listener, ability to communicate with customer in empathetic fashion, paraphrase conversation, diffuse angry customer and offer resolution based on procedures and guidelines.
• User-level knowledge of computer technology, personal computer or other devices related to client products.
• Self-management to work independently in a fast-paced constantly changing environment.
• Goal Motivated, upbeat individual.
• Excellent interpersonal and teamwork skills.
• Ability to multitask across systems and applications.
• Research and grasp technical information across multiple tools while talking with customers.
• Prioritization and organization skills.
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges.
• Willing to work on rotational shift including weekend and public holiday.

Majorel