Full Time Customer Support Specialist (Japanese Speaker) Jobs, in AppyGo Group Federal Territory - Maukerja

Position : COE SPECIALIST I

Department: Global Community Operations

Team: Community Operations, Center of Excellence (COE)

Location: KL, Malaysia

About the Role 

Providing amazing support that builds trust with our users—our community of riders, eaters, drivers, and partners—is a core feature of our product experience. The Center of Excellence (COE) is the heart of our support operations, handling the most complex and critical issues. 

As a COE Specialist, you will be a key part of this mission, helping and educating our partners and supporting our BPO (Business Process Outsourcing) teams. You will resolve challenging issues, turning difficult situations into positive experiences and transforming unhappy users into our most passionate evangelists. We are looking for a problem-solver who finds unique and exciting ways to deliver exceptional support, ensuring that issues are resolved promptly while building trustworthy relationships with our community. 

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: Provide exceptional support to users and partners via phone and messaging, acting as a subject matter expert. 
• 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(Native) and English (written and verbal).

Customer Support Experience: Previous experience in a customer support or call center environment (handling phone and/or written inquiries).

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.

Experience working on projects focused on process improvement or enhancing customer satisfaction. 

Shift Schedule 

This role requires a willingness to work on shifts. This includes rotating day/night shifts, weekends, and public holidays to ensure 24/7 support for our community.

Interested candidates may also apply through email at *************