_{20th May, 2026}

[Job ID: 1610559]

Responsibilities:

• Engage with customers and community members across multiple communication channels
• Manage assigned cases end‑to‑end, ensuring timely and accurate resolution
• Resolve issues using established workflows, policies, and sound judgment
• Explain complex information clearly and confidently to customers
• Mediate and negotiate high‑value or sensitive cases between stakeholders
• Anticipate customer needs and propose effective, balanced solutions
• Collaborate with Legal, Policy, and cross‑functional teams on sensitive matters
• Exercise autonomy and discretion when exceptions to standard processes are required
• Deliver consistently high‑quality, professional, and personalized customer support

Requirements:

• Minimum 5 years of relevant experience in multicultural customer service environments, preferably within the hospitality or technology platform industry
• Proficiency in Japanese language for liaising with Japanese-speaking clients and stakeholders
• Ability to work weekends, public holidays, and rotating shifts including early mornings or evenings, in line with business needs
• Proven experience handling customer interactions via phone, messaging, and live chat channels
• Experience supporting high‑profile or influential clients is an added advantage
• Demonstrated ability to engage executive‑level stakeholders and resolve complex or sensitive conflicts effectively
• Strong communication skills with the ability to explain complex concepts clearly and simply
• Excellent negotiation, mediation, and problem‑solving capabilities

We regret that only shortlisted candidates will be notified. However, rest assured that all applications will be updated to our resume bank for future opportunities.

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EA Personnel Name: Lim Yoke Hui
EA Personnel Reg. no.: R1433821
EA License no.: 07C5771
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