Executive – Customer Service (Food Delivery - COE Agent)

Job SummaryOn 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 RequirementsMinimum 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 SupportStandard 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).