Customer Support Agent (Japanese Speaking)

About the role

HarbourLink Multilingual Services Ltd is a growing shared-services provider specialising in multilingual customer care for e-commerce and iGaming clients across Europe and Asia. Our Sliema office hosts international teams and delivers voice, email and live-chat support across several timezones.

As a Customer Support Agent (Japanese Speaking) you'll be part of a small, focused Japanese-language team handling inbound enquiries via phone, chat and email. The role is client-facing and procedure-driven — you'll follow scripts and escalation routes while using CRM tools to log and resolve cases. Expect to work closely with team leads, quality coaches and offshore/manufacturer partners when technical or account issues arise.

This position is a great fit for candidates who are native or near-native in Japanese, comfortable communicating in English, and looking for stable full-time work in Malta. The role offers structured training, language-focused coaching and room to progress into team lead or specialist positions within the company. Due to client hours, some evening and weekend shifts are required, which are compensated accordingly.

About HarbourLink Multilingual Services Ltd

HarbourLink Multilingual Services Ltd provides outsourced customer support and back-office services to iGaming, e-commerce and fintech clients. Based in central Sliema, the company employs multilingual teams and emphasises quality, compliance and a supportive training culture.

What you can expect

• Modern office close to Sliema and Gżira waterfront
• Dedicated Japanese-language team and language coaching
• Shift premiums and performance bonuses
• Clear internal progression paths into senior agent and coaching roles

Key responsibilities

• Handle inbound customer enquiries in Japanese via phone, live chat and email according to client SLAs.
• Provide clear, polite and accurate information on account, product and technical queries.
• Log all interactions and case notes accurately in the CRM; categorise and track issues for follow-up.
• Escalate complex or unresolved issues to team leads or specialist departments per escalation procedures.
• Meet individual performance KPIs including quality, response times and customer satisfaction scores.
• Participate in training, quality reviews and team meetings; apply feedback to improve service.
• Assist with ad-hoc projects such as FAQ updates, translations and process improvement initiatives.
• Adhere to data protection, age-verification and compliance requirements relevant to client contracts.

Requirements

• Native or near-native Japanese language ability (spoken and written).
• Strong working proficiency in English (business level) – both written and spoken.
• Minimum 12 months customer service experience; experience in contact centres preferred.
• Comfortable using CRM systems, ticketing tools and MS Office (Excel/Outlook).
• Flexible to work shifts, including evenings, weekends and occasional public holidays.
• Right to work in Malta or valid working permit for Malta (employers will verify eligibility).
• Professional phone manner, good problem-solving skills and attention to procedural detail.
• Able to pass background checks and comply with client compliance requirements.

How to apply

Apply via the job page or send your CV and a short cover note explaining your Japanese experience and availability.