Customer Support Representative (Fintech, Japanese)
HybridSungai Petani, Kedah, Malaysia
Job Summary
Assist customers with inquiries via live chat or email in Japanese and English, ensuring an efficient, accurate, and high-quality service experience. Diligently manage and follow up on user inquiries or complaints while demonstrating the ability to convert customer needs into constructive feedback and suitable solutions. Be well equipped with crypto trading platforms and market fundamentals, flagging discrepancies, potential risks, or unusual situations to management in a timely manner. Continuously seek improvements to enhance team performance and operational processes. This role requires 5 days of shift work including weekends and holidays, with a hybrid onsite/remote model, and is open to candidates with native Japanese proficiency and financial or STEM backgrounds.
Required Qualifications
- Native-level Japanese proficiency
- ability 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
- Experience working with financial institutions, fintech platforms, trading environments, or crypto-currency products
- Strong numerical acumen
- attention to detail
- comfort working with figures, data, and statistics
- Ability to perform 5 days' shift work
- Willingness to work onsite during day shifts and from home during night shifts
- Legal work authorisation in Malaysia
Desired Qualifications
- 2-4 years" of experience in Customer Service / Live-chat Customer Service, "training in frontline operations (Live Chat & Email)
- Educational background in Finance, Economics, Mathematics, Business Administration, or other analytical / STEM-related fields
- Passion to develop knowledge and a long-term career in fintech / crypto-currency trading firms
- Team player
- committed
- self-driven
- ability to respond positively and professionally to user requests
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