Location: Kuala Lumpur (KL Sentral)
Employment Type: Permanent
Salary: RM7,500 – RM10,000 per month
Working Hours: Shift-based (24/7 coverage, including weekends & public holidays)
Language Requirement: Native Japanese + English (business level)
Relocation: Visa + accommodation provided (Japanese nationals only)
Key Responsibilities
- Handle escalated and complex customer support cases from internal teams and partners
- Provide support via email, chat, and phone channels
- Investigate and analyze root causes of customer issues
- Deliver clear communication and resolution to users and stakeholders
- Identify patterns and propose process improvements
- Support retention of high-value users and partners
- Collaborate with global teams to improve support quality and efficiency
- Maintain high accuracy and quality standards in all case handling
Requirements
- Native Japanese speaker with strong English communication skills
- Customer support or call center experience (preferred)
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced, 24/7 shift environment
- Strong emotional resilience and professionalism under pressure
- Team player with good stakeholder communication skills
- Willing to work rotating shifts (day/night/weekends/PH)
Nice to Have
- Experience in process improvement or customer experience roles
- Background in high-volume support environments
