An opportunity to deliver high-level customer support by resolving complex escalations and improving support processes
11th May, 2026
[Job ID: 1601353]
Responsibilities:
Investigate and resolve complex and critical cases escalated from BPO partners
Provide clear solutions and guidance to BPO partners to ensure accurate case handling
Deliver exceptional customer support via phone calls and email communication
Analyze recurring issues and case trends to identify root causes
Propose improvements to support policies, workflows, and logic to enhance customer satisfaction and operational efficiency
Requirements:
Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders.
Prior experience in a call center or customer support environment
Candidates with team management experience can be considered for the Team Lead role.
Willing to work on rotating shift
Proficiency in English for liaising with English-speaking customers and stakeholders
Good understanding of Japanese business etiquette and professional conduct
Strong customer-centric mindset with a service-oriented approach
Familiarity with IT systems and devices, including Google platforms, Microsoft Office, fast typing, and shortcut keys
Experience in BPO operations is an added advantage
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EA Personnel Name: Lim Yoke Hui EA Personnel Reg. no.: R1433821 EA License no.: 07C5771