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
- Act as first responder for urgent and critical safety incidents
- Investigate and document reported cases using multiple platforms
- Conduct interviews with users, third parties, and stakeholders
- Collect and analyze evidence to support case resolution
- Categorize and escalate incidents to relevant teams
- Manage high-volume queues of sensitive and time-critical cases
- Ensure accurate documentation and case handling compliance
- Support internal teams with case insights and updates
- Maintain professionalism when dealing with sensitive or distressing content
Requirements
- Native Japanese speaker with strong English communication skills
- 6 months – 1 year experience in customer support (preferred) OR fresh graduates welcome
- Strong emotional intelligence and ability to handle sensitive situations
- Good critical thinking and problem-solving skills
- Comfortable working in shift-based operational environment
- Ability to stay calm under pressure
- Strong communication and interpersonal skills
Preferred Experience
- Crisis support, social work, law enforcement, or related fields
- Experience handling escalations or sensitive customer issues
