Customer Support Specialist - Japanese

CB Talents; Seri Kembangan; Hybrid; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Onsite day shifts

Job summary

CB Talents is seeking a bilingual Japanese-English Customer Support specialist in Malaysia to assist users on fintech and crypto trading platforms. You will handle live chat and email inquiries with a strong focus on accuracy and quality, while staying up-to-date with crypto market fundamentals.

The ideal candidate has native Japanese, strong English, 2–4 years in customer service, and a willingness to work five days including weekends under a hybrid model (onsite day shifts, remote night

Qualifications

• Native-level Japanese proficiency
• Strong command of English (written and spoken)
• 2–4 years experience in Customer Service / Live-chat / Email
• Experience with financial institutions, fintech, trading or crypto is a plus
• Educational background in Finance, Economics, Mathematics, Business Administration or related fields
• Strong numerical acumen and familiarity with data and statistics
• Interest in fintech/crypto career growth
• Team player, self-driven, responsive to user requests
• Willingness to work 5 days a week, including weekends and public holidays
• Hybrid model: onsite day shifts, remote night shifts; Malaysia work authorisation

Responsibilities

• Assist customers via live chat or email in Japanese and English
• Ensure efficient, accurate, high-quality customer service
• Be well equipped with crypto trading platforms, products, and market fundamentals
• Diligently manage and follow up on inquiries or complaints
• Understand customer needs and translate into feedback and solutions for management
• Flag discrepancies or risks to management in a timely manner
• Seek continuous improvements to team performance and processes

Skills

Japanese proficiency

English proficiency

Customer service

Fintech/crypto knowledge

Team player

Shift flexibility

Education

Finance/Economics/Mathematics/Business background

Tools

Live chat platforms

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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