Customer Support Representative (Fintech, Japanese)

Savior Artigos Texteis Lda; Nilai; Hybrid; MYR 44,640 - 78,120; Full time

Job summary

Savior Artigos Texteis Lda in Malaysia is seeking a Japanese-speaking Customer Support Representative to assist users in Japanese and English via live chat and email, with hybrid onsite day shifts and remote night shifts.

The role emphasizes fintech/crypto products knowledge, customer service experience, and strong numerical and analytical skills, plus legal work authorization in Malaysia.

Qualifications

• Native-level Japanese proficiency, reading & typing required.
• Strong command of English, written & spoken.
• Experience in Customer Service / Live-chat, preferably 2-4 years.
• Experience with financial institutions/fintech/crypto is a plus.
• Background in Finance/Economics/Math/Business or STEM is preferred.
• Strong numerical acumen with attention to detail.

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.
• Diligently manage and follow up on inquiries or complaints from users.
• Translate customer needs into feedback and solutions for management.
• Flag discrepancies or risks to management in a timely manner.
• Seek improvements to enhance team performance and processes.

Skills

Native Japanese

English proficiency

Customer service experience

Analytical mindset

Numerical acumen

Team player

Hybrid work awareness

Malaysian work authorization

Financial/crypto knowledge

Tools

Crypto trading platforms knowledge

Job description

We're currently hiring for Japanese-Speaking Customer Support Representative that are willing to be placed in Kuala Lumpur, Malaysia. The following details below:

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.