About this role
As a Customer Service Representative, you will provide customer support across a range of travel-related products and services, including hotels, flights and activities. You will assist customers through phone, email and messaging channels, handling enquiries, resolving issues and ensuring a high standard of customer satisfaction.
Position: Customer Service Agent (Japanese)
Location: Malaysia
Model: Remote
Employment type: Full time
DUTIES AND RESPONSIBILITIES:
- Deliver excellent customer service and manage customer needs through phone, email and messaging channels
- Support customers with enquiries related to hotels, flights, activities and other travel products
- Professionally handle a high volume of customer and partner enquiries
- Take ownership of customer issues and concerns, including operational matters, pricing and invoice enquiries
- Identify opportunities to improve customer service through self-service initiatives and process improvements
- Provide feedback and contribute to initiatives that improve operational efficiency
- Maintain open communication with Team Leaders and Managers regarding performance, feedback and coaching
- Perform office-based administrative duties whenever required
- Work collaboratively with the wider team to contribute to the overall customer experience
REQUIREMENTS:
- Excellent spoken and written English and Japanese
- At least 1 year of experience in a customer-facing or partner-facing role
- Strong customer service skills, including attentiveness, empathy, patience and consistency
- Excellent verbal and written communication skills
- Professional telephone etiquette
- Excellent attention to detail
- Willingness to work rotating 24/7 shifts, including weekends and public holidays, according to business requirements
- High degree of integrity and ability to handle confidential information
- Ability to work effectively in a fast-paced environment
BENEFITS:
- Work-from-home arrangement in Malaysia
- Competitive compensation package
- Performance bonus opportunities
- Employee benefits
- Career and professional development opportunities
- Access to thousands of free learning courses
- Initial training and ongoing coaching
- Inclusive and supportive working environment
- Opportunity to work within a global team
- Relocation support
- And many more!