Executive - Customer Service (Food Delivery - COE Agent)

About the role

🚀 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).

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