Japanese Speaking Customer Service Executive

Successful rewards
Successful reward: RM 600 - RM 1,080

Japanese Speaking Customer Service Executive Job Description


  • Industry:
    • Hospitality / Hotel


  • Position:
    • Japanese Speaking Customer Service Executive


  • Monthly Salary:
    • RM2,500 - RM 4,500 (Based on experience)


  • Allowance: ( Full details will be mention during interview) 
    • EPF
    • Transport Allowance
    • Medical Insurance
    • Shift Allowance
    • Meal Allowance


  • Working hours:
    • Working hours: 9am to 6pm


  • Holiday:
    • Sat, Sun


  • Annual leave/Medical Leave:
    • 14 days  


  • Job Location:
    •  UBN Tower 


  • Type of employment:
    • Full-time


  • Probation
    • 6 months


Japanese Speaking Customer Service Executive Job Responsibilities


  • Be an expert in the use of the Opera Reservations System(ORS) to retrieve information on both rooms and guests so as to be able to perform duties accurately.

  • Be proficient in the use of the Genesys Interaction Work Space (IWS) in order to log-in to the call centre platform and to receive transactions as distributed by the system.

  • Ensure that all outgoing communications from CCC(Customer Contact Centre) in whatever language used are of an acceptable standard as stipulated by the KPIs set by management.

  • Consistently maintain service standards within set KPIs in regards to customer service/customer sales targets.

  • Follow through with hotels on any outstanding issues and provide timely responses.

  • Alert management staff of any deviations from Standard Operation Procedures (SOPs) or Corporate Policies.

  • Handle complaints tactfully and take corrective actions within guidelines.

  • Promote all Shangri-La Hotels & Resorts and proactively cross sell multi property destinations.

  • Understand and make use of modules within Skills Assessor to sit for quizzes and complete training; Work Force Management to check scheduling; Quality Manager to receive coaching, etc.

  • As part of our multilingual Customer Service team, you are required to provide dedicated assistance and advocacy to delight our guests every time by creating engaging experience straight from your heart while achieving company and individual set goals.

  • You are empowered in ensuring our guest’s stay with Shangri-La Hotels & Resorts is above and beyond expectation.

  • You will be led by a dedicated Team Leader, developing you and making sure that you are consistently able to deliver excellence customer service while dealing with guest on their reservations, up selling and servicing our Loyalty Program guest.


Japanese Speaking Customer Service Executive Job Requirement


Required Criteria

  • Proficiency in English (oral and written)

  • Proficiency (Advanced Level) in Japanese served by Customer Service Agent (oral and written)

Preferred Criteria

  • Preferably min 1 year experience in call centre operations, customer service, travel agency or hotel reservations

  • Computer literate and internet savvy. 

  • Fidelio OPERA experience is an added advantage

  • Positive work attitude and able to work in a team environment

  • Passion for Customer Service and having excellent communication and interpersonal skills

  • Age limit: 35years old


Why work with us?


  • You’ll find the Shangri-La family comes from many different backgrounds, and we work in an amazing variety of roles.

  • Yet, we are all united by the same passion to delight, and are hungry to learn and share new skills.

  • Every day, we strive to bring our core values to life: respect, humility, courtesy, helpfulness and sincerity. 

  • All these ideals combine to make Shangri-La a unique culture to work in.

  • We are diverse, warm and caring but also demanding, dynamic and innovative.

  • Your growth is at the heart of our leadership culture. 

  • Our commitment to Unleashing Potential is about our leaders supporting your career objectives through coaching and creating thoughtfully crafted individual development plans for you.

Important Please READ Before Applying


  • Only for Malaysian Citizen
  • Your job application will be rejected if you do not meet the required criteria in the job requirements.
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