Customer Support Representative

CB Talents; Nilai; Hybrid; MYR 36,000 - 54,000; Full time

Job summary

CB Talents is seeking a bilingual Japanese-speaking customer support specialist in Malaysia, hybrid model. You will assist users on crypto and fintech platforms via live chat and email, in Japanese and English.

Ideal candidates have native Japanese, strong English, and 2–4 years in frontline service, with comfort handling figures and crypto market basics. This role requires on-site day shifts and remote night shifts, with legal work eligibility in Malaysia.

Qualifications

• Native-level Japanese proficiency for complex written interactions.
• Strong English, written and spoken.
• 2–4 years in customer service with frontline operations training (Live Chat & Email).
• Experience with financial institutions, fintech platforms, trading environments, or crypto products is a plus.
• Education in Finance, Economics, Mathematics, Business Administration, or related STEM fields preferred.
• Strong numerical acumen with attention to detail and data handling.
• Willingness to work 5 days including weekends and public holidays.
• Hybrid model: onsite day shifts and remote night shifts.
• Legal work authorization 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 platforms, products, and market fundamentals.
• Diligently manage and follow up on inquiries or complaints from users.
• Demonstrate ability to understand customer needs and provide constructive feedback and solutions to management.
• Flag discrepancies, potential risks, or unusual situations to management in a timely manner.
• Continuously seek improvements to enhance team performance and operational processes.

Skills

Japanese fluency

English proficiency

Customer service

Teamwork

Communication skills

Education

Bachelor's degree in Finance or related field

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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