Client Success Specialist (Japanese Speaker)

TDCX Malaysia; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Bonus & Commission

Job summary

TDCX Malaysia is seeking a Client Success Specialist (Japanese Speaker) to deliver high-quality, multi-channel support to our clients in Malaysia. You will tailor support to client segments, help retain customers, and collaborate with internal teams to resolve issues within approved processes.

The ideal candidate has strong communication in English and Japanese, solid customer service experience, and familiarity with CRM systems.

Qualifications

• Proven experience in a customer service role.
• Fintech experience preferred.
• Excellent communication in English and Japanese.
• Ability to use CRM and service desk systems.
• Team player and proactive mindset.

Responsibilities

• Deliver high-quality, multi-channel support to clients.
• Tailor support in line with client segments (standard/premium).
• Support client retention with accurate guidance and insights.
• Identify trends and share observations with internal teams.
• Collaborate with internal stakeholders to resolve issues.

Skills

Customer service

Fintech experience

English & Japanese

CRM software

Tools

CRM software

Service desk tools

Job description

Client Success Specialist (Japanese Speaker)

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

What is your mission?

Deliver high-quality, multi-channel support to clients, ensuring timely, accurate, and professional handling of enquiries and issues.

Tailor support in line with defined client segments (standard/premium traders & partners).

Support client retention by providing accurate guidance and practical insights within role scope and approved processes.

Identify, assess and share relevant trends/observations with internal teams, following established escalation and reporting procedures for recurring issues to support service improvements and influence Product/IT roadmaps.

Collaborate with internal stakeholders across departments, resolving client issues effectively to support operational and market expansion.

Apply a solution-oriented approach by identifying root causes and contributing to sustainable resolutions, not solely immediate fixes.

Adhere strictly to CX Charter, internal policies, procedures, quality standards, and regulatory requirements in all client interactions and case handling.

Handle escalations professionally, ensuring clear communication, accurate documentation, and resolution within agreed timeframes.

Conduct layer-1 trade investigations and validations with accuracy, and in accordance with approved processes.

Escalate complex matters to senior managers or relevant stakeholders with complete and timely information.

Undertake any additional responsibilities as assigned to support Company's broader business objectives.

Who are we looking for?

Proven experience in a customer service role, with a strong preference for candidates with fintech experience.

Excellent communication and interpersonal skills with the ability to empathize with clients.

Strong verbal and written communication skills in English and Japanese.

Strong problem-solving abilities and a keen attention to detail.

Ability to work well in a team environment and collaborate effectively with colleagues and other departments.

Proficiency in using CRM and service desk systems.

Ability to multitask and prioritize workload in a fast-paced environment.

Commitment to continuous learning and professional development.

Self-driven and proactive mindset, not afraid of taking on challenges or responsibilities.

This role entails the need for the candidate to be able to work on rotating day shift and weekend shifts.

Who is TDCX?

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach— driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years of experience do you have in the Fintech Industry?
• How many years' experience do you have as a customer services representative?

Information Technology Services 1,001-5,000 employees

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Perks and benefits Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le

What can I earn as a Customer Success Specialist