Japanese Speaking Customer Support Representative
HybridRawang, Selangor, Malaysia
Job Summary
Assist customers with inquiries via live chat or email in Japanese and English while ensuring an efficient, accurate, and high-quality service experience. Diligently manage and follow up on inquiries or complaints from current and prospective users, demonstrating strong ability to understand customer needs and convert them into constructive feedback. Be well equipped with crypto trading platforms, products, and market fundamentals, while flagging discrepancies, potential risks, or unusual situations to management. Continuously seek improvements to enhance team performance and operational processes. This role requires native-level Japanese proficiency, strong numerical acumen, and the ability to perform a 5-day shift work schedule including weekends and holidays. Candidates must have legal work authorization in Malaysia and willingness to work in a hybrid model with onsite day shifts and remote night shifts.
Required Qualifications
- 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
- Experience working with financial institutions, fintech platforms, trading environments, or crypto-currency products
- 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
- 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
- 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
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