Customer Support Specialist - Japanese

CB Talents; Puchong; Hybrid; MYR 45,000 - 78,000; Full time

Job summary

CB Talents in Malaysia is seeking a bilingual Japanese/English live-chat and email customer support specialist to assist fintech and crypto users. The role requires native-level Japanese and strong English, with 2–4 years in customer service, preferably in financial services.

You will work 5 days a week on a hybrid model, onsite day shifts and remote night shifts, handling inquiries, feedback, and issue resolution while keeping up with market developments.

Qualifications

• Native-level Japanese proficiency (reading & typing) mandatory.
• Strong command of English (written and spoken).
• 2–4 years in Customer Service / Live-chat, with frontline operations training.

Responsibilities

• Assist customers with inquiries via live chat or email in Japanese and English.
• Ensure efficient, accurate, high-quality customer service experience.
• Be well equipped with crypto trading platforms, products, and crypto-market fundamentals, while staying updated on 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, risks, or unusual situations to management in a timely manner to ensure smooth frontline operations.
• Continuously seek improvements to enhance team performance, work efficiency, and operational processes.

Skills

Japanese proficiency

English proficiency

Customer service

Fintech/crypto knowledge

Teamwork

Shift flexibility

Education

Finance, Economics, Mathematics, Business Administration or STEM

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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