Customer Support Specialist - Japanese

CB Talents; Selayang Municipal Council; Hybrid; MYR 60,000 - 90,000; Full time

Job summary

CB Talents in Malaysia seeks a bilingual Japanese-speaking customer support specialist to assist users via live chat and email in Japanese and English. You will handle inquiries, provide accurate information, and stay updated on crypto trading platforms and market fundamentals.

The role requires 2–4 years in frontline customer service, a strong numerical mindset, and the ability to work 5 days a week in a hybrid model (onsite daytime, remote nighttime). Malaysian work authorization is required.

Qualifications

• Native-level Japanese proficiency for complex written interactions related to financial/crypto products.
• Strong English skills, written and spoken.
• 2–4 years in Customer Service / Live-chat with frontline training.
• Experience with financial institutions, fintech platforms, trading or crypto is advantageous.
• Educational background in Finance, Economics, Mathematics, Business Administration, or related STEM fields is preferred.
• Strong numerical acumen and attention to detail with figures and statistics.
• Passion for a long-term fintech/crypto career.
• Team player, self-driven, responsive to user requests.
• Ability to work 5 days including weekends and public holidays.
• Willingness to work onsite on day shifts and from home on night shifts (hybrid).
• 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 platforms, products, and crypto-market fundamentals.
• Diligently manage and follow up on inquiries or complaints from users.
• Understand customer needs and translate into actionable feedback and solutions for management.
• Flag discrepancies, risks, or unusual situations to management in a timely manner.
• Seek continuous improvements to enhance team performance and processes.

Skills

Native-level Japanese proficiency

Strong English proficiency

Live-chat customer service experience

Fintech/crypto knowledge

Analytical mindset with numbers

Education

Finance/Economics/Mathematics/Business Administration (preferred)

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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