Executive – Customer Service (Food Delivery - COE Agent) - Part-Time

🚀 Job Summary

On behalf of our client—a globally recognized, market-leading tech food delivery platform—we are seeking high-caliber Bilingual (Japanese & English) Customer Service Center of Excellence (COE) Executives.

In this elite tier-2/3 support role, you will be employed under a permanent 2-year renewable contract (fully equivalent to Seisyain 正社員 status in Japan) with a global BPO leader, while being permanently seconded to work on-site at the client’s flagship corporate headquarters in Kuala Lumpur, Malaysia. You will act as a subject matter expert handling high-level escalations and optimizing support policies rather than managing volume-based frontline queues.

🎯 Key Responsibilities

• Advanced Escalation Resolution: Investigate, troubleshoot, and resolve highly complex and critical customer cases escalated by external frontline BPO partners.

• Vendor Mentorship & Guidance: Provide clear, actionable feedback, training insights, and structural solutions to third-party vendor teams to improve their operational capabilities.

• Premium User Support: Deliver high-touch, empathetic, and professional assistance to users via inbound/outbound phone calls and structured email channels.

• Analytical Optimization: Review recurring escalation data trends to locate logical flaws in system support logic, proposing concrete policy improvements directly to internal management.

📑 Job Requirements

Minimum Criteria (Mandatory)

• Language Fluency: Native Japanese proficiency with professional, business-level English (both written and spoken).

• Keigo Mastery: Absolute command over professional written and spoken Keigo (敬語) is mandatory.

• Experience: Proven professional background in a call center, customer success, or dedicated client relations environment.

• Business Etiquette: Strong understanding of Japanese professional business manners and cultural common sense in corporate settings.

• Digital Literacy: Excellent familiarity with Google Workspace, Microsoft Office, fast multitasking across enterprise software, and keyboard shortcut proficiency.

Preferred Criteria (Good-to-Haves)

• Prior experience working within a fast-paced BPO or hyper-growth tech startup ecosystem.

• High learning agility, strong mental resilience, and adaptability to evolving operational guidelines.

• Excellent touch-typing ("blind touch") speed.

🕒 Shift & Schedule Structure

• Operational Window: 24/7/365 global ecosystem.

• Shift Type: 24-hour rotational shift system (Monday – Sunday).

• Daily Shift Length: 8 working hours + 1.5 hours structured break time.

• Rest Days: 2 rotational days off per week (inclusive of weekdays or weekends).

• Public Holidays: Replacement leave is systematically awarded if scheduled to work on a Public Holiday.

• Comprehensive Training: 5–6 weeks of fully paid structured training (Monday – Friday, 9:00 AM – 6:00 PM).

🎁 Benefits & Premium Expatriate Support

Standard Benefits

• Annual Leave: 12 Days

• Sick Leave: 14 Days

• Compassionate Leave: 3 Days

• Healthcare Protection: Comprehensive Medical, Dental, and Life Insurance plan active from day one.

Full Relocation Suite (Conducted Entirely in Japanese)

• Visa Sponsorship: 100% covered, processed, and sponsored Employment Pass / Malaysian Work Permit.

• Air Travel: Full flight ticket coverage from Japan/Singapore to Kuala Lumpur, Malaysia.

• Initial Housing: 2 weeks of paid hotel accommodation arranged for your arrival.

• Transit Support: Dedicated airport pickup service directly to your hotel.

• Office Welfare: Free daily catered lunches, snacks, and a fully stocked pantry provided daily on-site.
  

  💰 Remuneration & Package (Estimated SGD Equivalent)

  • Monthly Base Salary: SGD 3,500 – SGD 3,700

  • Performance KPI Allowance: Up to SGD 120

  • Shift Allowance: Up to SGD 180

  • Comprehensive premium relocation and visa sponsorship provided.

  📍 Location & Workplace Settings

  • Work Location: Client's premium corporate office at Menara 1 Sentrum, Brickfields (KL Sentral), Kuala Lumpur, Malaysia.

  • Workplace Type: 100% Work from Office (On-site role).