Deskripsi Pekerjaan
Are you a fluent Japanese speaker with a passion for excellence in hospitality? Teleperformance Malaysia is seeking dynamic individuals to join our award-winning team in Kuala Lumpur. In this role, you will be the voice of a world-renowned hotel group, providing premium support to travelers and guests from Japan.
Kuala Lumpur offers a vibrant, multicultural lifestyle with a low cost of living and high quality of life. As a Customer Service Representative, you will utilize your linguistic skills to bridge the gap between global travelers and their dream accommodations. We provide a comprehensive relocation package for successful candidates, alongside industry-leading training and career development opportunities.
Working at Teleperformance means joining a 'Great Place to Work' certified company where diversity is celebrated. You will handle multi-channel communications, ensuring every guest receives the 'Omotenashi' level of service they expect. If you are looking for a career that combines language skills with professional growth in the travel industry, we want to hear from you.
Tanggung Jawab
- Handle inbound inquiries from Japanese-speaking customers via phone, email, and live chat regarding hotel reservations and services.
- Provide expert assistance with booking modifications, cancellations, and special requests to ensure a seamless travel experience.
- Resolve customer complaints and issues with a professional, empathetic, and solution-oriented approach.
- Maintain high Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) by delivering personalized service.
- Accurately document all customer interactions in the CRM system according to company standards.
- Liaise with hotel partners and internal departments to facilitate guest requirements.
- Stay updated on the latest hotel promotions, policies, and travel regulations.
Kualifikasi
- Native or near-native fluency in Japanese (JLPT N1 or N2 equivalent).
- Strong proficiency in English to communicate with international stakeholders and use internal systems.
- Possess at least a Diploma or Bachelor's Degree in any field; Hospitality or Tourism is a plus.
- Previous experience in customer service, call centers, or the hospitality industry is highly preferred.
- Excellent verbal and written communication skills with a high level of cultural sensitivity.
- Willingness to work on a rotational shift basis, including weekends and public holidays.
- Basic computer literacy and the ability to multitask across different platforms.