Bilingual Japanese Support Specialist - Fintech & Crypto

CB Talents; Putrajaya; Hybrid; MYR 42,000 - 60,000; Full time

Job summary

CB Talents in Malaysia is seeking a bilingual Japanese-English Customer Support specialist to assist users on complex written interactions related to fintech and crypto products. The role requires native-level Japanese and strong English communication.

You will handle live chat and email inquiries, work in a hybrid model with day shifts onsite and night shifts from home, and collaborate with product and support teams to improve service quality.

Qualifications

• Native-level Japanese proficiency, able to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory).
• Strong command of English, written and spoken.
• Experience in Customer Service / Live-chat Customer Service, preferably 2-4 years, with training in frontline operations (Live Chat & Email).
• Experience working with financial institutions, fintech platforms, trading environments, or crypto-currency products is a strong advantage.
• Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM-related fields is preferred.
• Strong numerical acumen with attention to detail and comfort working with figures, data, and statistics.
• Passion to develop knowledge and a long-term career in fintech / crypto-currency trading firms.
• Team player, committed and self-driven, with the ability to respond positively and professionally to user requests.
• Ability to perform 5 days' shift work, including weekends and public holidays.
• Willingness to work onsite during day shifts and from home during night shifts, according to the hybrid model.
• Legal work authorisation in Malaysia is required.

Responsibilities

• Assist customers with inquiries via live chat or email in Japanese and English.
• Ensure an efficient, accurate, and high-quality customer service experience.
• Be well equipped with crypto trading platform, products, and crypto-market fundamentals, while keeping abreast of general market conditions.
• Diligently manage and follow up on inquiries or complaints from current and prospective users.
• Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner.
• Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes.

Skills

Japanese (N1)

English

Customer service

Education

Finance/ Economics background

Tools

Live Chat tools

Email support platforms

Job description

CB Talents in Malaysia is seeking a bilingual Japanese-English Customer Support specialist to assist users on complex written interactions related to fintech and crypto products. The role requires native-level Japanese and strong English communication.

You will handle live chat and email inquiries, work in a hybrid model with day shifts onsite and night shifts from home, and collaborate with product and support teams to improve service quality.