Client Success Specialist (Japanese)
On-site · Kuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Client Success Specialist role delivering high-quality, multi-channel support to fintech clients with English and Japanese communication. Responsibilities include handling inquiries, tailoring guidance to trader segments, supporting client retention, identifying trends for escalation to product/IT, collaborating with internal teams to resolve issues, conducting root-cause analysis for sustainable resolutions, adhering to CX Charter and regulatory requirements, handling escalations with proper documentation, performing layer-1 trade investigations, and supporting broader business objectives. Requires fintech experience preferred, CRM/service desk proficiency, strong communication, teamwork, and the ability to rotate day and weekend shifts, with a focus on client satisfaction and operational improvements.
Required Qualifications
- Proven experience in a customer service role
- Proficiency in using CRM and service desk systems
- Strong verbal and written communication in English and Japanese
- Ability to multitask and work in a fast-paced environment
- Demonstrated problem-solving abilities and attention to detail
Additional Requirements
- Right to work in Malaysia must be held by applicant
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