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🌟 We're Hiring: Customer Service Executive – Trust & Safety (Japanese Bilingual)! 🌟
We are seeking a dedicated and detail-oriented Customer Service Executive to join our Trust & Safety team. The ideal candidate will be responsible for ensuring the safety and satisfaction of our users while providing exceptional support in both English and Japanese.
📍 Location: Kuala Lumpur, Malaysia
⏰ Work Mode: Work from Office
💼 Role: Customer Service Executive – Trust & Safety (Japanese Bilingual)
Incident Triaging & Investigation: Serve as the immediate point of contact for urgent, high-priority safety incidents reported by platform users and partners.
Ecosystem Enforcement: Review sensitive cases under structured supervision, make objective decisions inline with safety standards, and execute account containment measures (such as security locks or suspensions).
Data Logging & Tracking: Accurately categorize and tag incoming accidents, physical safety threats, or fraud incidents across customer relation management tools.
Stakeholder Management: Conduct formal correspondence with reporting parties to document facts while maintaining high emotional composure and professional brand alignment.
Candidates must meet one of the following criteria to qualify for the Malaysian Expatriate Work Permit:
Bachelor’s Degree / University Graduate: Open to any discipline. Fresh graduates are welcome if they meet the minimum support experience.
Diploma Holders: Must have a minimum of 2 to 3 years of verified corporate working experience.
High School / Vocational Graduates: Must have a minimum of 5+ years of relevant, continuous corporate work experience.
Japanese: Native level proficiency. Complete mastery of written and spoken professional Keigo (敬語) is strictly required.
English: Business level proficiency (required for internal tools, training, and communicating with global leadership).
Bilingual Documentation: Ability to accurately log, track, and translate complex incident details between English platforms and Japanese customer records.
System Literacy: Proficiency with Google Workspace, Microsoft Office, and navigating internal CRM software.
Keyboard Speed: Fast and accurate typing skills in both English and Japanese characters (verified via assessment).
High Emotional Intelligence (EQ): Absolute composure and resilience when handling sensitive, distressing, or highly escalated emergency situations.
Critical Thinking: Strong analytical skills to evaluate data objectively under pressure and make fast, compliant decisions.
Structured Problem-Solving: Ability to de-escalate conflicts systematically and identify root causes of safety breaches.
Experience handling sensitive customer data, escalations, or content moderation.
Background exposure to emergency dispatch centers, crisis hotlines, law enforcement, or social work.
Ready to make an impact? 🚀 Apply now and let's grow together!
