Customer Support Representative

CB Talents; Bayan Lepas; Hybrid; MYR 36,000 - 48,000; Full time

Job summary

CB Talents in Malaysia seeks a responsive Japanese-speaking Customer Support specialist to assist users on complex queries related to fintech and crypto products. You will handle live chat and email in Japanese and English, with a focus on accurate, high-quality service.

The role requires 5-day shift rotation, including weekends and public holidays, with onsite day shifts and remote night shifts under a hybrid model. Malaysia work authorization is required.

Qualifications

• Native-level Japanese proficiency.
• Strong command of English, written and spoken.
• Experience in Customer Service / Live-chat Customer Service (2–4 years) with frontline operations training.
• Experience with financial institutions, fintech platforms, trading environments, or crypto products is a plus.
• Educational background in finance/economics/mathematics/business or related fields preferred.
• Strong numerical acumen and attention to data.
• Willingness for 5 days shift incl. weekends/public holidays.
• Willingness to work onsite day shifts and from home night shifts (hybrid).
• Legal work authorization in Malaysia.

Responsibilities

• Assist customers with inquiries via live chat or email in Japanese and English.
• Ensure an efficient, accurate, and high-quality customer experience.
• Be well equipped with crypto trading platform, products, and market fundamentals.
• Diligently manage and follow up on inquiries or complaints from current and prospective users.
• Understand customer needs and translate into feedback and solutions for management.
• Flag discrepancies, risks, or unusual situations to management promptly.
• Seek improvements to enhance team performance and processes.

Skills

Japanese proficiency

English proficiency

Customer service

Live chat

Education

Finance background

Economics

Tools

Live Chat platform

Email support

Job description

Requirements

• Native-level Japanese proficiency, able to confidently support users on complex, writteninteractions 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, withtraining 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-currencytrading firms.
• Team player, committed and self-driven, with the ability to respond positively andprofessionally 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 tradingplatform, products, and crypto-market fundamentals,while keeping abreast of general market conditions.
• Diligently manage and follow up on inquiries or complaints from current andprospective users.
• Demonstrate a strong ability to understand customer needs and convert them intoconstructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, orunusual situations to management in a timely manner.
• Continuously seek improvements to enhance team performance, work efficiency, andoverall operational processes.

looking forward to collaborating with you

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