Fintech Support Specialist – Japanese Speaking

Savior Artigos Texteis Lda; Labuan; Hybrid; MYR 66,960 - 111,600; Full time

Job summary

Savior Artigos Texteis Lda in Kuala Lumpur, Malaysia seeks a Japanese-speaking Customer Support Representative to assist users in Japanese and English. The role requires strong fintech/crypto understanding, frontline CS experience, and a willingness to work a hybrid schedule with day onsite work and night remote work.

The candidate should have native Japanese proficiency, solid English skills, and a background in finance or STEM fields. Legal work authorization in Malaysia is required.

Qualifications

• Native-level Japanese proficiency for complex written interactions.
• Strong English written and verbal communication.
• 2–4 years in customer service/frontline operations (Live Chat & Email).
• Experience with financial institutions, fintech, trading or crypto is an advantage.
• Educational background in Finance/Economics/Mathematics/Business or STEM preferred.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Provide accurate, high-quality customer service experiences.
• Familiarity with crypto trading platforms, products, and market fundamentals.
• Follow up on inquiries and complaints from users.
• Identify customer needs and translate into feedback and solutions for management.
• Flag discrepancies or risks to management in a timely manner.
• Suggest process improvements to boost team performance and efficiency.

Skills

Japanese proficiency

English communication

Customer Service

Fintech/crypto knowledge

Numerical accuracy

Team player

Flexibility to work hybrid

Legal work authorization (Malaysia)

Job description

We're currently hiring for Japanese-Speaking Customer Support Representative that are willing to be placed in Kuala Lumpur, Malaysia. The following details below:

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.