Customer Support Specialist - Japanese

CB Talents; Batu Caves; Hybrid; MYR 54,000 - 80,000; Full time

Job summary

CB Talents is seeking a Japanese-speaking Customer Support specialist in Malaysia to assist customers via live chat and email in Japanese and English. You will handle inquiries, provide accurate information on crypto trading products, and ensure a high-quality service experience.

The role requires 2–4 years in frontline customer service, familiarity with fintech environments, and a willingness to work a hybrid schedule with onsite day shifts and remote night shifts.

Qualifications

• Native-level Japanese proficiency required for complex written interactions.
• Excellent English, written and spoken.
• 2–4 years in Customer Service / Live-chat with frontline training.
• Experience with financial institutions, fintech platforms, trading environments or crypto products is advantageous.
• Finance/ Economics/ Mathematics/ Business or STEM background preferred.
• Strong numerical acumen and comfort with data and statistics.
• Willingness to work 5 days including weekends and public holidays.
• Hybrid model: onsite day shifts, night shifts from home; Malaysia work authorization required.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Ensure efficient, accurate, and high-quality customer service.
• Be knowledgeable about crypto trading platforms, products, and market fundamentals.
• Diligently manage and follow up on inquiries or complaints from users.
• Understand customer needs and convert them into constructive feedback and solutions for management.
• Flag discrepancies, potential risks, or unusual situations to management promptly.
• Continuously seek improvements to enhance team performance and processes.

Skills

Native-level Japanese

English proficiency

Customer service experience

Team player

Flexible shifts

Hybrid onsite/remote

Education

Finance/Economics/Business or STEM background

Tools

Live chat software

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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