Subject Matter Expert – Japanese Speaker

Job Title: Subject Matter Expert – Japanese Speaker
Contract Type: Permanent
Location: Kuala Lumpur
Salary: RM7,000 - RM 10,000
Contact Name: Maheswary Kandasamy
Contact Email:
Job Published: August 02, 2018 16:02

Job Description

About our client

Our client is a global business transformation company offering an integrated set of back-office and customer service support services.


One of the largest, independent process transformation companies in the world, serves clients in major industry verticals. With head office in New York, USA, they span 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.


About the role

If you are a Subject Matter Expert looking for a global career, do not miss this opportunity! 


As a Subject Matter Expert, you will coach and mentor new hire representatives at a minimum of 1:15 ratio during class room training and nesting phase on the floor. You are also expected to:

  • Support the Team Leader in communicating process and policy changes effectively to operations’ teams; Escalate issues impacting operations productivity or quality; and identify process/system/tool/policy improvement opportunities.

  • Assist our community and help resolve inquiries empathetically, accurately and on time.

  • Investigate and resolve issues that are reported to client such as requests for account support and reports of potentially abusive content.

  • Respond to user inquiries with high quality, speed, empathy and accuracy.

  • Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.

  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.

  • Enforce client's Terms of Use by carefully monitoring reports of abuse on the site.

  • Review the reported content within agreed turnaround times and standards of quality.

  • Identify inefficiencies in workflows and suggest solutions.

  • Recognize trends and patterns, and escalate issues outside the company policy to the global team.


You will have

  • Minimum JLPT 1 & 2.

  • Open for Malaysian & Non-Malaysians who can speak Japanese language (Speak, Read & Write).

  • Working knowledge on Microsoft Office applications.

  • Excellent communication in English and Japanese language.

  • Ability to manage multiple projects simultaneously.

  • Strong people, customer service and leadership skills.

  • Willing to work in Kuala Lumpur, Malaysia.

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