Customer Support Specialist - Japanese

Cross Border Talents; Kota Bharu; Hybrid; MYR 60,000 - 85,000; Full time

Job summary

CB Talents SP is hiring a Japanese-speaking Customer Support Representative based in Kuala Lumpur, Malaysia, operating in a hybrid model (onsite day shifts and remote night shifts). You will assist customers in Japanese and English, handling inquiries about crypto-related products and services while delivering a high-quality service experience.

A fintech background and strong numerical skills are advantageous.

Qualifications

• Native-level Japanese proficiency required.
• Strong English written and spoken skills.
• 2–4 years in frontline customer service, live chat and email.
• Experience with financial institutions, fintech, trading or crypto is a plus.
• Educational background in finance, economics, mathematics, business or related fields preferred.
• Strong numerical acumen and attention to data.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Deliver efficient, accurate, high-quality customer service.
• Familiarize with crypto trading platforms, products and market fundamentals.
• Manage inquiries or complaints and provide constructive feedback/solutions to management.
• Flag discrepancies or risks to management promptly to ensure smooth frontline operations.
• Suggest improvements to boost team performance and operational efficiency.

Skills

Japanese language

English proficiency

Customer service

Fintech/crypto experience

Analytical / numerical skills

Urban knowledge of finance/economics

Education

Finance / Economics / Mathematics / Business / STEM

Job description

Hi Talent Ready!

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.

If you're interested, kindly send your best resume to [e-mail].

Looking forward to collaborating with you.