Customer Service Executive – Trust & Safety (Japanese Bilingual)

🌟 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)

Key Responsibilities

• 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.
  
  

👥 Candidate Requirements & Eligibility🎓 Education & Visa Eligibility

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.
  
  

🗣️ Linguistic Expertise

• 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).
  
  

🛠️ Required SkillsTechnical & System Skills

• 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).
  
  

Soft Skills & Behavioral Competencies

• 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.
  
  

Preferred Experience (Complementary)

• 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!