Customer Support Specialist - Japanese

CB Talents; Shah Alam; Hybrid; MYR 56,000 - 89,000; Full time

Job summary

CB Talents is seeking a bilingual Japanese/English Customer Support specialist to assist users via live chat and email, focusing on fintech and crypto products. You will handle inquiries, provide accurate information, and ensure high-quality service while adapting to market conditions.

The role requires 5-day shifts including weekends with onsite day shifts and remote work at night, under a hybrid model, and legal work authorisation in Malaysia.

Qualifications

• Native-level Japanese proficiency for complex written interactions.
• Strong English communication, written and spoken.
• Experience in Customer Service / Live-chat Customer Service, preferably 2–4 years.
• Experience with financial institutions, fintech platforms, trading environments, or crypto products is a plus.
• Educational background in Finance, Economics, Mathematics, Business Administration, or related fields preferred.
• Strong numerical acumen with attention to detail and ability to work with data.

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 knowledge and market fundamentals, and stay updated on market conditions.
• Diligently manage and follow up on inquiries or complaints from current and prospective users.
• Understand customer needs and translate into feedback and solutions for management.
• Flag discrepancies, potential risks, or unusual situations to management in a timely manner.
• Seek continuous improvements to enhance team performance and operational processes.

Skills

Native Japanese

English proficiency

Customer service experience

Fintech/crypto knowledge

Analytical mindset

Team player

Shift work willingness

Education

Finance, Economics, Math, or related degree

Tools

Crypto trading platform knowledge

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

#JapaneseSpeakingJobs #JapaneseSpeaker #JapaneseJobsMalaysia #KualaLumpurJobs #MalaysiaJobs #CustomerSupportJobs #CustomerServiceJobs #LiveChatSupport #EmailSupport #FintechJobs #CryptoJobs #TradingJobs #BilingualJobs #JLPTN1 #JLPTN2