Customer Support Representative (Fintech, Japanese)

Savior Artigos Texteis Lda; Bayan Lepas; Hybrid; MYR 66,960 - 100,440; Full time

Job summary

Savior Artigos Texteis Lda in Malaysia is seeking a bilingual Japanese-English customer service specialist to support users of fintech and crypto products. The role requires native-level Japanese and strong English, with both live chat and email duties.

You will work in a hybrid model, on site during day shifts and from home at night, handling inquiries, resolving issues, and feeding back insights to management to improve service quality. Legal work authorization in Malaysia is required.

Qualifications

• Native-level Japanese required for complex written inquiries.
• Proficient in English (written and spoken).
• 2–4 years in live-chat or email customer service.
• Experience with fintech, crypto or trading platforms preferred.
• Strong numerical ability and attention to detail.
• Willingness to work in hybrid onsite/night shifts.
• Legal work authorization in Malaysia.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Provide accurate, high-quality customer service for fintech/crypto products.
• Stay informed about crypto trading platforms and market basics.
• Manage and follow up on inquiries or complaints from users.
• Identify customer needs and relay feedback to management.
• Flag discrepancies or risks to ensure smooth frontline operations.
• Suggest process improvements to enhance team performance.

Skills

Native-level Japanese proficiency

English proficiency (written & spoken)

Live-chat Customer Service experience

Fintech/crypto/trading platform exp

Numerical/data attention to detail

Education

Finance / Economics / Mathematics / Business Administration or STEM

Job description

Requirements

• Native-level Japanese proficiency, able to confidently support users on complex, written interactions 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, with training 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-currency trading firms.
• Team player, committed and self-driven, with the ability to respond positively and professionally 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 trading platform, products, and crypto-market fundamentals, while keeping abreast of general market conditions.
• Diligently manage and follow up on inquiries or complaints from current and prospective users.
• Demonstrate a strong ability to understand customer needs and convert them into constructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth by flagging discrepancies, potential risks, or unusual situations to management in a timely manner.
• Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes.