Customer Support Specialist

Customer Support : Japanese + English Native Speaker

Working location: KL Sentral

Working hour: Rotational Shift (5 days/ 9 hour)

Salary up to RM 8700 – RM 9000 + KPI Bonus

Essential Functions/Core Responsibilities:

• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some.

• Handling inquiries/complaints through voice and non-voice

• Understand the language, culture/local nuance of Japanese Consumer

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing.

• Opportunity to build rapport with the customer.

• Greet customers in a courteous, friendly, and professional manner using agreed upon.

• procedures

• Maintain broad knowledge of client products and/or services.

• Prepare complete and accurate work including appropriately notating accounts as required.

• Participate in activities designed to improve customer satisfaction and business performance.

• Track, document and retrieve information in call tracking database.

Candidate Profile:

• High school diploma with 1 year plus of customer service experience preferred.

• Consumer Health experience will be an added advantage.

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate in Japanese & English, both written and verbally.

• Letter writing skills are a must(As a part of Japanese culture. it is required to write letters of apology to handle the complaints from customers)

• Successful candidate must have practical experience of handling customer enquiries and complaints but must also have the capability to handle the complaints to the end alone without escalation.

• Aside from product knowledge, basic chemical/pharmaceutical knowledge is required. It is preferrable that the successful candidate is a licensed pharmacist, registered distributor (qualification that can sell OTC products) and others.

• Ability to learn including strong problem-solving skills.

• Dependable with proficient attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently.

• Demonstrate patience in all customer contact situations, including maintaining a pleasant

• and professional tone and manner

• Able to rotate shifts, as needed.

• Based on location and/or program, additional experience/skills may be required

• *Job requirements may vary by country and will not contravene any local laws

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Customer Service, Japanese, letter writing , English, Patience, Problem Solving