Customer Service Support (Japanese & English)

About the role

We are looking for a bilingual Customer Service Support professional to be the first point of contact for internal customers and suppliers in our Ho Chi Minh City office. The role involves handling inquiries in Japanese and English across ticketing, email and phone channels, supporting indirect procurement processes.

Key responsibilities

• Receive and process requests related to purchase requisitions, purchase orders, supplier management, goods receipt, invoices, catalog purchasing and procurement system navigation.
• Analyze each request, identify root causes and provide guidance according to established procurement policies and work instructions.
• Resolve tickets within agreed service levels, escalating complex issues when necessary.
• Monitor open tickets, ensure timely follow‑up and keep customers informed throughout the lifecycle.
• Document all interactions, actions and resolutions in the ticketing system.
• Contribute to knowledge‑base articles, update work instructions and identify process gaps.
• Collaborate with procurement teams, business users, suppliers and other support functions across regions.
• Assist with service transitions, process migrations, testing activities and implementation of new procurement services.

Required profile

• Fluent in Japanese and English, both written and spoken.
• Strong analytical mindset with the ability to diagnose issues and propose accurate solutions.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work independently while maintaining proactive communication with stakeholders.

Required skills

• Experience with ticketing tools or ticketing systems.