Customer Support Representative (Fintech, Japanese)

Savior Artigos Texteis Lda; Sungai Petani; Hybrid; MYR 60,000 - 76,000; Full time

Job summary

Savior Artigos Texteis Lda in Malaysia is seeking a bilingual Customer Service Representative fluent in Japanese and English to support users of financial and crypto products via live chat and email.

The role requires strong numerical aptitude, attention to detail, and the ability to work a hybrid schedule (day shifts onsite, night shifts remotely) across weekends and public holidays, with legal work authorization in Malaysia.

Qualifications

• Native-level Japanese proficiency to support complex written interactions.
• Strong English written and spoken skills.
• 2–4 years in Customer Service / Live Chat with frontline training.
• Experience with fintech platforms, trading or crypto products is advantageous.
• Educational background in Finance, Economics, Mathematics, or related fields.
• Strong numerical acumen with attention to figures and data.
• Desire to develop a long-term career in fintech/crypto.
• Team player, proactive and professional in handling user requests.
• Able to work 5 days including weekends and public holidays.
• Hybrid work model: onsite day shifts, home night shifts; Malaysia authorization 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 fundamentals.
• Diligently manage and follow up on inquiries or complaints from users.
• Understand customer needs and provide constructive feedback and solutions to management.
• Flag discrepancies or risks to management to keep frontline operations smooth.
• Seek continuous improvements to enhance team performance and processes.

Skills

Japanese language

English language

Customer service

Fintech/crypto knowledge

Data & statistics

Team player

Work schedule flexibility

Hybrid onsite/remote

Malaysia work authorization

Education

Finance / Economics / Mathematics / Business

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.