Job Title: COE Specialist (Japanese Speaker N1)
Your Impact
- Provide world-class customer support through email, chat, and phone to our community of users, drivers, and partners with prompt and clear solutions.
- Deliver timely and actionable insights to stakeholders through clear communication and collaboration.
- Identify patterns and contribute to process improvements that enhance the customer experience and optimize our support systems as we scale.
- Help retain high-value partners and users by managing and resolving challenging situations effectively.
- Maintain a high standard of quality in all your work, contributing to the long-term success of the team and organization.
What You'll Do
- Handle Escalations: Manage and resolve complex customer support cases escalated from our BPO partner teams and internal channels.
- Deliver Expert Support
- Investigate and Analyze: Perform deep-dive analyses into escalated issues to identify root causes and report findings and potential solutions to your Team Lead.
- Improve Support Logic: Propose and help implement improvements to support policies and logic to increase customer satisfaction and efficiency.
- Enhance Operations: Identify and suggest operational improvements to optimize internal workflows and team productivity.
What You'll Need (Qualifications)
- Basic Qualifications
- Bilingual Proficiency: Business-level fluency in both Japanese/ Mandarin/ Cantonese and English (written and verbal).
- Customer Support Experience: Previous experience in a customer support or call center environment (handling phone and/or written inquiries).
- Residency: Must be legally eligible to work in Malaysia.
- Collaboration: A strong team player with the ability to work effectively with team members, leaders, and stakeholders.
- Resilience: The ability to remain calm, composed, and effective in a fast-paced, high-pressure environment.
- Preferred Qualifications
- Experience working on projects focused on process improvement or enhancing customer satisfaction.
Shift Schedule
- This role requires a willingness to work a 40-hour week in shifts. This includes rotating day/night shifts, weekends, and public holidays to ensure 24/7 support for our community. (5 days a week, 8 hours per day).
