Customer Support Representative

CB Talents; Malacca City; Hybrid; MYR 45,000 - 78,000; Full time

Job summary

CB Talents is seeking a bilingual Japanese-English customer support specialist to assist users via live chat and email on financial and crypto products. The role requires onsite day shifts and remote night shifts within a hybrid model, with Malaysia work authorization.

You will handle inquiries, maintain high-quality service, and stay updated on crypto market fundamentals while collaborating with the team to enhance processes.

Qualifications

• Native-level Japanese for complex written interactions in finance and crypto.
• Strong English written and spoken communication.
• Experience in customer service with live chat and email.
• Experience with financial institutions, fintech platforms, trading or crypto is a plus.
• Background in Finance, Economics, Math, Business Admin or related STEM fields preferred.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Ensure efficient, accurate, high-quality customer service.
• Be well versed with crypto trading platforms, products and market fundamentals.
• Diligently manage inquiries and follow up with users.
• Understand customer needs and translate into feedback and solutions for management.
• Flag discrepancies, risks or unusual situations to management promptly.
• Seek continuous improvements to team performance and processes.

Skills

Japanese proficiency

English proficiency

Customer service

Live chat

Fintech knowledge

Numerical skills

Education

Finance, Economics, Mathematics or STEM

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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