Customer Support Specialist - Japanese

Savior Artigos Texteis Lda; Permatang Tok Jaya; Hybrid; MYR 55,800 - 78,120; Full time

Job summary

Savior Artigos Texteis Lda in Malaysia is seeking a bilingual Japanese-English Customer Support specialist to assist users of financial and crypto products via live chat and email, with strong written and spoken proficiency in both languages.

The role requires native-level Japanese, excellent English, and 5 days of shift work including weekends. It combines onsite day shifts with remote night shifts under a hybrid model; legal work authorization in Malaysia is required.

Qualifications

• Native-level Japanese proficiency and ability to confidently support users on complex, written interactions related to financial and crypto products (reading & typing mandatory).
• Strong command of English, both written and spoken.
• 2–4 years of experience in Customer Service / Live-chat Customer Service with frontline operations training (Live Chat & Email).
• Experience with financial institutions, fintech platforms, trading environments, or crypto-currency products is advantageous.

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 staying updated on general market conditions.
• Diligently manage and follow up on inquiries or complaints from current and prospective users.
• Demonstrate ability to understand customer needs and convert them into constructive feedback and suitable solutions for management.
• Flag discrepancies, potential risks, or unusual situations to management in a timely manner to keep frontline operations smooth.
• Continuously seek improvements to enhance team performance, work efficiency, and overall operational processes.

Skills

Japanese proficiency

English proficiency

Live-chat support

Fintech / Crypto knowledge

Attention to detail

Team player

Education

Finance / Economics / Mathematics / Business / STEM background

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.