Japanese Speaking Customer Support Representative
HybridCyberjaya, Selangor, 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 inquiries or complaints from current and prospective users while demonstrating the ability to convert customer needs into constructive feedback for management. Be well equipped with crypto trading platforms and products, keeping abreast of general market conditions, and flag discrepancies or risks to leadership. Perform five days of shift work including weekends and holidays under a hybrid model, working onsite during day shifts and from home at night.
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
- 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
- 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
Desired Qualifications
- 2-4 years" of experience in Customer Service / Live-chat Customer Service, "training in frontline operations (Live Chat & Email)
- Passion to develop knowledge and a long-term career in fintech / crypto-currency trading firms
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