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Customer Support Analyst (Japanese Speaker)

Kuala Lumpur Job No. r00084182 Full-time

Job Description

Partner support desk is an inbound email service to support partners throughout the lifecycle from onboarding new partners to on- boarding partners. It is a service offering to partners as part of the Partner Advantage program.

The Partner Support Desk is a service provided to all companies participating in Partner Advantage, designed to efficiently resolve issues and answer questions regarding:

Job Descriptions:

The Tier 1 Agent provides high touch support to customer, ensuring they have a good experience in every transmission, to optimize their business opportunity and encourage them towards efficient use of partner tools and resources.

  • Support the Partner Managers to ensure that required processes for their partners are efficiently handled within the given viable timeframe.

  • Responding to assigned customer inquiries in a timely and professional manner

  • Work together with our Partners to provide high-quality support through different channels

  • Follow communication procedures, guidelines and policies

  • Proactively liaise with cross-functional departments to obtain information and solutions

  • Report errors, improvements and feedback provided by our Partners

  • Liaising between the Partner and internal teams via various methods (email and videoconference)

  • Ensuring the timely and successful delivery of our solutions according to SLA’s & requested deadlines

  • Assisting with challenging Partner requests or highly escalated cases

  • Develop deep knowledge of our products

  • Meet and exceed personal/customer service team targets

  • Able to troubleshoot issues independently

  • Able to apply the knowledge in the documented SOP to make decision on what the root cause


Job Requirements:

  • Bachelor Degree in any tertiary studies

  • 1-2 year customer service experience

  • Primary language: Japanese (native)

  • English proficiency spoken/written (B2)

  • Analytical skills with demonstrated problem-solving ability

  • Ability to work in a fast-paced environment

  • Flexibility to work various shifts

  • Good technical skills (should be able to refer SOPs and use client tools independently)

  • Excellent communication skills in Japanese & English


Individuals are provided paid training, depending on the group supported. Thereafter, you will transition to your respective schedule.

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

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