Customer Service Executive - Trust & Safety (Japanese Bilingual)

About the role

🎯 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.

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