Malaysia landscape
Job Post
John Clements Recruitment Inc.

Customer eXperience Specialist (Japanese speaker)

John Clements Consulting Inc. Posted: 12 Month
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Recruitment   Background: New
Challenges & Goal: The client has to hire 4 headcounts by next year.
Job Description
To provide a seamless and positive Xperience for customers who contact the company via multiple channels.
Provide 1st level support from a wide range of services including travel and expense, procurement, and IT services, to internal and external customers and patients.
Handle Incidents & Requests Received via Multiple Communication   Channels and coordinate the End-to-End Ticket Lifecycle by following the incident and request management procedures.
Guide customers on Self-Service, by encouraging customers to be more autonomous, guiding them to solutions, sharing guides & showing Self-Service Portal capabilities, etc.
Moreover, contribute to Building Knowledge for customer experience organization and customers.
Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking, and completion of requests.
Drives overall customer satisfaction through individual and departmental   Key Performance Indicators (KPIs).
Ensure that excellent customer experience is achieved through the combination of soft skills and a customer-centric mindset.
Invest in Self-Learning and development, stay up-to-date with new services, and invest in technical expertise for specific areas according to the business need.
Contribute to creating, modifying, and removing knowledge articles for customer experience organizations and customers.
Assist as a coach and/or a mentor for non-Senior Specialists.
Contribute to process improvement, innovation, and involvement in the resolution of complex technical issues.
Support on escalations done by customers.
Involvement in projects.

Japanese Language Proficiency (N2 and above)
Basic knowledge of Operating systems such as Windows, MAC, and iOS devices in general
Working experience in customer service related to travel and expense, procurement or IT services
Excellent troubleshooting and problem-solving skills.
Excellent organizational and communication skills, and the ability to prioritize tasks among many.
Interview Procedure:
1st interview: HR (language and technical assessment, in Japanese)
2nd Interview: HR + Local stakeholder (in English)
The interview can be online.
Basic: RM 5,500-7,000 (+RM1,500 for language allowance)
Bonus (Last year) Once a year in March (around 1-2 months based on past records)
Monday-Friday with 2 shifts either 7 am-4 pm or 9 am-6 pm
AL: 18 days
Replacement leave will be given if needed to work on Malaysia Public Holidays
RM 1,500 for Japanese Language allowance (N1 or N2 speakers will be entitled)
Breakfast/lunch is provided when working in the office
Parking allowance
Comprehensive medical and insurance coverage (up to RM1200 claimable items per calendar working days per annum)
EPF (contribution by client @15% [standard contribution rate is 12%])
Employee stock options (optional) with an employer contribution of up to 25% on top of the employee's contribution
Unlimited outpatient GP and specialist
Free annual flu vaccination
Training and development programs
Extended medical coverage to Spouse and/or Dependents for married employees
(For female employees only) maternity coverage for childbirth charges (based on claim receipts)
Gift voucher for all employees' newborns
Relocation benefits
Sponsored work visa application and issuance
Covered Flight ticket(s) for employee + dependents (spouse and/or children) to Malaysia and freight charges as applicable.
One month of temporary accommodation provided upon arrival
One month's advanced salary
Senior position (Up to RM 7,000) is a candidate such as:
4 years of working experience in customer service or helpdesk
2 years working in an IT support environment (Software, Hardware & infrastructure)
N1 for Japanese Language Proficiency
Associate's IT Degree

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