Net2Source Inc. Hiring! Full Time Customer Service Executive in Federal Territory - Ricebowl

Job Title: COE Specialist (Japanese Speaker N1)

Your Impact

• Provide world-class customer support through email, chat, and phone to our community of users, drivers, and partners with prompt and clear solutions.
• Deliver timely and actionable insights to stakeholders through clear communication and collaboration.
• Identify patterns and contribute to process improvements that enhance the customer experience and optimize our support systems as we scale.
• Help retain high-value partners and users by managing and resolving challenging situations effectively.
• Maintain a high standard of quality in all your work, contributing to the long-term success of the team and organization.

What You'll Do

• Handle Escalations: Manage and resolve complex customer support cases escalated from our BPO partner teams and internal channels.
• Deliver Expert Support
• Investigate and Analyze: Perform deep-dive analyses into escalated issues to identify root causes and report findings and potential solutions to your Team Lead.
• Improve Support Logic: Propose and help implement improvements to support policies and logic to increase customer satisfaction and efficiency.
• Enhance Operations: Identify and suggest operational improvements to optimize internal workflows and team productivity.

What You'll Need (Qualifications)

• Basic Qualifications
• Bilingual Proficiency: Business-level fluency in both Japanese/ Mandarin/ Cantonese and English (written and verbal).
• Customer Support Experience: Previous experience in a customer support or call center environment (handling phone and/or written inquiries).
• Residency: Must be legally eligible to work in Malaysia.
• Collaboration: A strong team player with the ability to work effectively with team members, leaders, and stakeholders.
• Resilience: The ability to remain calm, composed, and effective in a fast-paced, high-pressure environment.
• Preferred Qualifications
• Experience working on projects focused on process improvement or enhancing customer satisfaction.

Shift Schedule

• This role requires a willingness to work a 40-hour week in shifts. This includes rotating day/night shifts, weekends, and public holidays to ensure 24/7 support for our community. (5 days a week, 8 hours per day).