Role: Customer Service Specialist (Emergency Services Context)

Location: KL Sentral

Location: KL

Working Hours: Rotational shifts covering 24/7 operations. 5 days per week,

9 hours per day (including 1-hour break).

Date of Joining: 6th April 

(Selection cut off - 6th February (2 months EP processing)

Language: Native Japanese & B2 Level English (for internal coordination

and reporting).

Requirements Candidates must demonstrate experience where customer

interaction, support, and communication were performed within fields such as:

• Emergency Dispatch / 911

/ 110 Call Centers

• Public Safety Operations

Centers

• Crisis Hotline Support

• Hospital/Medical

Emergency Front-line

• Disaster Response

Coordination Centers

• Corporate Security &

Emergency Operation

Key Experience & Skill Keywords (Mandatory Emergency/Crisis

Background):

• Crisis Communication - Calm, clear, and directive under pressure.

• Incident Response - Following protocols for escalating and logging events.

• Public Safety Awareness - Understanding of emergency response hierarchies and procedures.

• Risk Assessment - Ability to quickly triage a caller's situation based on presented information.

• Emergency Preparedness & Procedures - Knowledge of standard operating procedures during crises.

• Contingency Planning - Experience working within established backup and continuity plans.

• Safety Protocols & Compliance - Adherence to strict information and operational security

guidelines.

• Resilience & Stress Management - Proven ability to handle traumatic or high-stress interaction

Hiring Process:

• Initial connect with TA

• Language Assessment

(English & Japanese, Speaking & Writing)

• Operational Interview

(Assessing crisis mindset & customer service approach)

• Onboarding