Customer Service Executive – Trust & Safety (Japanese Bilingual) - Part-Time

🎯 Key Responsibilities

• Incident 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, make objective decisions inline with safety standards, and execute account containment measures (such as suspensions or security locks).

• Data Logging: Accurately categorize and tag incoming accidents, physical safety threats, or fraud incidents across internal platforms.

• Professional Correspondence: Conduct formal correspondence with reporting parties to document facts while maintaining high emotional composure and professional brand alignment.

👥 Candidate Requirements

Language Skills (Mandatory)

• 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 materials, and regional team collaboration).

Education & Visa Eligibility (For Malaysian Work Permit Process)

• Bachelor’s Degree: Open to any discipline (Fresh graduates welcome if they meet experience requirements).

• Diploma Holders: Requires a minimum of 2 to 3 years of verified corporate work experience.

• High School / Vocational Graduates: Requires a minimum of 5+ years of continuous, relevant corporate work experience.

Core Skills & Experience

• At least 6 months of professional customer support or service environment experience.

• High Emotional Intelligence (EQ): Absolute composure and resilience when handling sensitive, distressing, or highly escalated situations.

• Technical Literacy: Proficiency with Google Workspace, Microsoft Office, and navigating multi-screen system tools.

• Preferred: Experience handling sensitive cases, or a background in crisis centers, law enforcement, or social work.

💰 Salary & Package Breakdown (Converted to SGD)

• Basic Monthly Salary: SGD 3,700 (Fixed)

• KPI Performance Bonus: Up to SGD 120 / month

• Shift Allowance: Up to SGD 180 / month

• Total Potential Monthly Earnings: Up to SGD 4,000

Shift & Training Details:

• Operations: 24/7/365 continuous rotational environment (8 active working hours + 1.5 hours of break time per shift). 2 rotational days off per week.

• Paid Onboarding: 5 to 6 weeks of comprehensive, mandatory daytime training (9:00 AM – 6:00 PM).

🎁 Benefits & Full Relocation Support

• Leave Entitlement: 12 days Annual Leave, 14 days Sick Leave, 3 days Compassionate Leave.

• Public Holidays: Earned replacement leave provided for working on regional public holidays.

• Health Coverage: Premium Medical, Dental, and Life Insurance.

• Workplace Perks: Fully catered free lunches and snacks served daily inside the corporate dining space.

✈️ Full Expat Relocation Package (Assisted in Japanese):

• Full corporate sponsorship and processing of your Malaysian Employment Pass / Work Permit.

• One-way flight ticket from your home country to Kuala Lumpur.

• 2 weeks of complimentary hotel accommodation upon arrival to ease your housing search.

• Direct airport pickup service delivering you straight to your temporary hotel residence.