Bilingual Japanese Customer Service COE Executive (KL Sentral)

We're Hiring: Bilingual Japanese Customer Service COE Executive!

We are looking for a dedicated and skilled Bilingual Japanese Customer Service COE Executive to join our team in Kuala Lumpur. The ideal candidate will provide exceptional customer service, support our clients, and ensure their needs are met effectively while communicating fluently in both Japanese and English.

Location: Kuala Lumpur, Malaysia
Work Mode: Work from Office
Role: Bilingual Japanese Customer Service COE Executive

Key Responsibilities1. Advanced Escalation & Vendor Support

• Investigate, troubleshoot, and resolve highly complex or critical tier-2/3 customer cases escalated by third-party BPO vendor partners.

• Act as a mentor and subject matter expert, providing structural solutions and training guidance to external partner teams.

• Deliver premium, empathetic, and high-touch support to elite users via inbound/outbound phone calls and structured emails.

2. Analytical Optimization

• Analyze recurring escalation trends to locate operational bottlenecks or logical flaws in system policies.

• Propose concrete, data-backed logic enhancements to internal management to maximize efficiency and Customer Satisfaction (CSAT).

Job RequirementsMinimum Criteria (Mandatory)

• Language: Native Japanese speaker with professional Business-level English fluency.

• Keigo Mastery: Complete command over written and spoken professional Keigo ().

• Experience: Prior experience in a call center, customer success, or dedicated client relations environment.

• Business Acumen: Strong understanding of Japanese professional business manners, cultural expectations, and corporate common sense.

• Tech Savviness: Excellent digital literacy, including intermediate navigation of Google Workspace, Microsoft Office, quick system multitasking, and shortcut key utilization.

Preferred Qualifications

• Background working within a fast-paced BPO or hyper-growth tech startup environment.

• High flexibility, mental resilience, and adaptability to evolving operational rules.

• Strong touch-typing (blind touch) speeds.

Ready to make a difference Apply now and let's achieve success together!