Job Title: Global Delivery Centre Agent – Sales and Fulfilment Support (Japanese Speaker)
Location: Malaysia (Onsite with hybrid flexibility post steady state)
Shift: Typical daytime hours with flexibility depending on business needs
Contract: Permanent
Role Overview:
We’re looking for a skilled Global Delivery Centre Agent fluent in Japanese and English to join a dynamic support team. This role is key to delivering outstanding customer service across multiple channels — telephone, email, chat, and portals — by simplifying complex interactions related to a broad portfolio of hardware, software, and services.
You’ll be the go-to expert for high-value support cases that require deep knowledge and fast, accurate decision-making. Your focus will be resolving issues thoroughly, often dealing with escalated and complex cases while ensuring excellent customer experience every step of the way.
Key Responsibilities:
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Engage with customers to understand needs and translate these into actionable tasks
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Perform root cause analysis and troubleshoot issues to identify the right service solution
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Focus on solving the correct problem, not just closing cases, adhering strictly to compliance and business rules
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Apply a proactive approach by looking beyond individual cases to wider account activity
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Maintain ownership and accountability for requests, collaborating with global teams as needed
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Work closely with cross-functional teams, partners, and vendors to secure positive outcomes
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Contribute to continuous improvement through knowledge sharing and process optimisation
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Use inquiry-based questioning to fully understand complex customer situations
Required Skills and Experience:
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Exceptional communication skills in Japanese and English (both spoken and written) with ability to handle professional phone conversations
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Experience in customer service or support roles, ideally with exposure to Japanese market and culture
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Strong problem-solving, critical thinking, and troubleshooting capabilities
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Ability to manage multiple priorities effectively while maintaining attention to detail
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Proficient with case management systems and Microsoft Office tools, including intermediate to advanced Excel skills
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Flexible and adaptable, able to quickly implement changes and learn new processes
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Customer-centric attitude with the ability to handle difficult situations empathetically
Language Requirements:
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Native or near-native proficiency in Japanese (N1/N2 level)
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Excellent business English
Additional Details:
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Shift hours typically 7:30 am to 4:30 pm, with possible variations according to business needs
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Holiday schedule aligns with Japanese public holidays
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Hybrid work options available following onboarding and steady-state performance