Deskripsi Pekerjaan
Are you a bilingual professional with a passion for hospitality and world-class service? Sutherland is seeking a dynamic Customer Service Associate fluent in both Japanese and English to join our prestigious team in Kuala Lumpur. In this role, you will act as a primary point of contact for our international hotel clientele, ensuring every guest interaction reflects the premium standards of our partners.
You will thrive in a fast-paced, multicultural environment where your language skills bridge the gap between global travelers and exceptional service. We provide a supportive work culture, comprehensive training, and clear pathways for career progression within our global operations. If you are detail-oriented, empathetic, and dedicated to solving problems with a smile, we want to hear from you.
Tanggung Jawab
- Provide high-quality support to international hotel guests via phone, email, and live chat.
- Fluently communicate in both Japanese and English to resolve inquiries, bookings, and service requests.
- Utilize internal CRM systems to accurately log guest interactions and process information.
- Collaborate with cross-functional teams to ensure guest satisfaction and brand loyalty.
- Identify guest needs and offer personalized recommendations or solutions effectively.
- Maintain professional conduct while adhering to service level agreements (SLAs).
- Escalate complex issues to senior management when necessary while maintaining guest communication.
Kualifikasi
- Professional proficiency in both Japanese (JLPT N2 or equivalent) and English.
- Minimum 1-2 years of experience in customer service, hospitality, or a BPO environment.
- Strong computer literacy and proficiency in standard office software.
- Excellent active listening skills and the ability to remain calm under pressure.
- Strong cultural awareness and ability to interact with diverse international clientele.
- Ability to work in a rotating shift pattern (as required by the industry).
- High school diploma or degree holder; hospitality-related qualifications are an advantage.