Customer Service Executive – Trust & Safety (Japanese Bilingual)

RAPSYS TECHNOLOGIES PTE LTD; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD in Kuala Lumpur is hiring a Customer Service Executive – Trust & Safety (Japanese bilingual) to ensure user safety and satisfaction. You will support in English and Japanese, handling incident triage and data logging while coordinating with cross-functional teams.

The role emphasizes ecosystem enforcement, clear documentation, and professional communication with reporting parties. Fluency in Japanese and English, plus CRM proficiency, are essential.

Qualifications

• Bachelor's degree or university graduate in any discipline; fresh graduates welcome with minimum support experience.
• Diploma holders must have 2–3 years of verified corporate working experience.
• High school / vocational graduates must have 5+ years of relevant corporate work experience.

Responsibilities

• Incident triaging and investigation for high-priority safety incidents.
• Enforce ecosystem safety standards and implement containment measures.
• Accurate data logging and tagging of incidents across systems.
• Formal correspondence with reporting parties to document facts professionally.

Skills

Bilingual communication

Incident triage

Data logging

Stakeholder management

Typing speed (EN/JP)

Emotional intelligence

Critical thinking

Structured problem solving

Education

Bachelor's degree

Diploma holders

High school / vocational

Tools

Google Workspace

Microsoft Office

CRM software

Job description

We're Hiring: Customer Service Executive – Trust & Safety (Japanese Bilingual)

We are seeking a dedicated and detail-oriented Customer Service Executive to join our Trust & Safety team. The ideal candidate will be responsible for ensuring the safety and satisfaction of our users while providing exceptional support in both English and Japanese.

Location: Kuala Lumpur, Malaysia

Work Mode: Work from Office

Role: Customer Service Executive – Trust & Safety (Japanese Bilingual)

Key Responsibilities

• Incident Triaging & 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 under structured supervision, make objective decisions inline with safety standards, and execute account containment measures (such as security locks or suspensions).
• Data Logging & Tracking: Accurately categorize and tag incoming incidents, physical safety threats, or fraud incidents across customer relation management tools.
• Stakeholder Management: Conduct formal correspondence with reporting parties to document facts while maintaining high emotional composure and professional brand alignment.

Candidate Requirements & Eligibility

Education & Visa Eligibility

• Bachelor's Degree / University Graduate: Open to any discipline. Fresh graduates are welcome if they meet the minimum support experience.
• Diploma Holders: Must have a minimum of 2 to 3 years of verified corporate working experience.
• High School / Vocational Graduates: Must have a minimum of 5+ years of relevant, continuous corporate work experience.

Linguistic Expertise

• 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, and communicating with global leadership).

Required Skills: Technical & System Skills

• Bilingual Documentation: Ability to accurately log, track, and translate complex incident details between English platforms and Japanese customer records.
• System Literacy: Proficiency with Google Workspace, Microsoft Office, and navigating internal CRM software.
• Keyboard Speed: Fast and accurate typing skills in both English and Japanese characters (verified via assessment).

Soft Skills & Behavioral Competencies

• High Emotional Intelligence (EQ): Absolute composure and resilience when handling sensitive, distressing, or highly escalated emergency situations.
• Critical Thinking: Strong analytical skills to evaluate data objectively under pressure and make fast, compliant decisions.
• Structured Problem-Solving: Ability to de-escalate conflicts systematically and identify root causes of safety breaches.

Preferred Experience (Complementary)

• Experience handling sensitive customer data, escalations, or content moderation.
• Background exposure to emergency dispatch centers, crisis hotlines, law enforcement, or social work.

Ready to make an impact? Apply now and let's grow together!