Fintech Support Specialist – Japanese Speaking

CB Talents; Negeri Sembilan; Hybrid; MYR 42,000 - 64,000; Full time

Job summary

CB Talents in Malaysia is seeking a bilingual Japanese-English Customer Support specialist to handle live chat and email inquiries related to fintech and crypto products. The role requires native-level Japanese, strong English, and 2–4 years of frontline customer service experience, with training in live chat and email support.

Responsibilities include assisting customers, resolving inquiries, and gathering feedback for management while staying informed about crypto markets.

Qualifications

• Native-level Japanese; confident handling complex written interactions.
• Strong English, both written and spoken; high communication standards.
• 2–4 years in frontline customer service with live chat and email training.
• Experience with fintech or crypto platforms is a strong advantage.

Responsibilities

• Assist customers via live chat or email in Japanese and English.
• Ensure accurate, high-quality customer service experiences.
• Be knowledgeable about crypto trading platforms and market basics.
• Follow up on inquiries/complaints from current and prospective users.
• Translate customer needs into constructive feedback for management.
• Flag discrepancies or risks to management in a timely manner.
• Suggest improvements to boost team performance and processes.

Skills

Japanese proficiency

English proficiency

Customer service experience

Fintech/crypto domain knowledge

Education

Finance/Economics/Business/STEM degree

Tools

Crypto trading platforms

Live chat & Email tools

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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