Customer Support Representative

CB Talents; Sungai Petani; Hybrid; MYR 67,000 - 100,000; Full time

Job summary

CB Talents is seeking a Japanese-speaking customer support specialist in Malaysia to assist users with complex, written interactions related to fintech and crypto products. You will handle live chat and email inquiries in Japanese and English, delivering accurate, high-quality support.

The role requires native Japanese, strong English, and 2–4 years in frontline customer service. Hybrid onsite/day shifts with home night shifts are available, with legal work authority in Malaysia.

Qualifications

• Native-level Japanese, reading and typing mandatory.
• Strong English (written and spoken).
• 2–4 years in customer service with frontline training (Live Chat & Email).
• Experience with financial institutions, fintech or crypto platforms is a plus.
• Analytical education background and strong numerical acumen preferred.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Provide high-quality, accurate customer service experiences.
• Understand crypto trading platforms, products, and crypto-market fundamentals.

Skills

Native-level Japanese

Fluent English

Live-chat support

Fintech/crypto knowledge

Shift flexibility

Education

Finance/Economics/Math/Business/STEM 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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