Japanese Escalation Support (COE/Safety)

Position Title: Ride-Hailing Service Support
Employment Type: Full-time

Job Description

Would you like to build your career overseas in Malaysia This is an excellent opportunity to leverage and further develop your English skills in a global environment.

By joining a world-leading ride-hailing service project, you will be part of an international team, primarily supporting Japanese customers while also enhancing your English communication skills internally.

If you are motivated to work abroad and grow your career using English, this role is a great fit for you.

About the Role

In this position, you will play a key role in improving the experience of users, drivers, and partners using the ride-hailing service. This is not just a typical customer support role-you will also be involved in identifying root causes of issues and driving process improvements and quality enhancements.

Key Responsibilities

• Handle escalated and complex customer support cases (primarily B2B interactions)
• Analyze issues and propose effective solutions, contributing to operational improvements
• Conduct investigations into incidents (fact-finding, stakeholder interviews, etc.)
• Prepare reports on investigation outcomes and provide guidance on next steps, including internal coordination when necessary

Working Conditions

• Working hours: Shift-based (5 days per week, 8 hours per day)
• 24/7 operational environment

Requirements

Must-have:

• Business-level proficiency in both Japanese and English (reading, writing, and speaking)
• Experience in customer support or call center operations (phone and written communication)
• Ability to stay calm, proactive, and solution-oriented in a fast-paced environment

Preferred:

• Native-level Japanese

Start Date: Negotiable
Location: Kuala Lumpur, Malaysia