Customer Support Representative

CB Talents; George Town; Hybrid; MYR 24,000 - 36,000; Full time

Job summary

CB Talents seeks a bilingual Japanese/English Customer Support specialist in Malaysia to assist users on complex written interactions related to fintech and crypto products. You will handle live chat and email inquiries, maintain high-quality responses, and stay current with market fundamentals.

The role requires 2–4 years of experience in customer service, strong numerical skills, and a willingness to work a 5-day shift including weekends.

Qualifications

• Native-level Japanese proficiency, able to support users on complex written interactions (reading & typing required).
• Strong command of English, both written and spoken.
• 2–4 years in Customer Service / Live-chat, 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 Admin, or related fields is preferred.
• Strong numerical acumen with attention to detail and data handling.
• Willingness for 5 days of shift work, including weekends and public holidays.
• Hybrid model: onsite day shifts and remote night shifts in Malaysia.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Ensure a high-quality, accurate customer service experience.
• Stay updated on crypto trading platforms, products, and crypto-market fundamentals.
• Manage inquiries and follow up with current and prospective users.
• Identify customer needs and convert to actionable feedback for management.
• Flag discrepancies or risks to management promptly to ensure smooth frontline operations.
• Suggest improvements to boost team performance and efficiency.

Skills

Japanese proficiency

English proficiency

Customer service experience

Fintech/crypto knowledge

Analytical mindset

Attention to detail

Hybrid work acceptance

On-site Malaysia availability

Education

Finance/Economics/Mathematics/Business Admin degree

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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