Customer Support Representative - Japanese

Responsibilities

• Handle inbound customer inquiries in Japanese via phone, email, and chat for a Japanese e-commerce platform
• Assist customers with order status, returns, payment errors, and product issues
• Provide logistics support including shipment tracking and coordination with delivery partners
• Follow established manuals and workflows to resolve customer concerns
• Complete approximately one month of post-arrival training covering systems and supervised customer response practice

Requirements

• High school graduation or above
• Basic PC skills
• Strong communication skills
• High school graduates: 7+ years of work experience
• Vocational or junior college graduates: 3+ years of work experience
• University graduates: no work experience required
• Foreign nationals: JLPT N2 or above and at least 1 year of customer support experience

Preferred Qualifications

• Prior customer support experience
• Experience in the e-commerce industry
• Any client-facing or customer service background

Benefits

• Medical and dental insurance coverage
• Maternity and paternity leave
• Work visa sponsorship and arrangement
• One-way flight from Japan to Malaysia
• Two weeks of provided accommodation upon arrival
• Airport pickup service
• Comprehensive training program
• Casual dress code and flexible hairstyle

About the Company

Sutherland is a global BPO and digital transformation company headquartered in New York. With approximately 60 locations and 40,000 professionals worldwide, Sutherland delivers business process outsourcing solutions. The Malaysia location is expanding its Japanese-language customer support operations.